Another premium taken after the policy got cancelled

I had a funeral policy which i only had my mom covered in the said policy. I launched a claim and they paid out. At the branch i was told that as she was the only person insured it will automatically get canceled after the payout but a premium was taken after the payout. I contacted them and i was asked to forward proof in a form of bank statement as it was debitting from my bank account which i sent abd mind u i told the consultant i am banking with nedbank and asked if they needed a specific statement format as my bak has different ones, she said no any is fine. I sent csv format but she said no she needs a different one i sent it but the never made contact ever again afterwards. A male phoned me and said i am not eligible for the refund of that premium they took after the payout of the claim but failed to make me understand why as i asked him if he meant that if i changed the account after they paid i would be owing them a premium and he said no but he couldn't not explain why i am not getting my refund.