Bad service

I settled my account before the 15th December 2020, I was informed that my debit order will be cancelled but to my surprise the debit order went through on the 25th December 2020. I contacted Connect Finance for a refund and I was told that I had to send a bank statement to do the refund. They have my details, why would they want me to go all the way to the bank for a statement whereas they were supposed to cancel the debit order the day I settled my account. This is really ****ing me off, because I am a pregnant lady who doesn't want to go up and down because of the incompetence of the staff. This matter must be resolved soon, I have use for that money.