Debit order processed account for terminated plan

I terminated a mid-term investment plan that I have with sanlam on the option date and I sent through the form they said I needed to complete on the 30th of March. on the 1st of April they processed a debit order on my account for the same plan. I called them and spoke to a lady named Retseh and she informed me that It will take up to five working days for me to get the money they stole from me and that means I am going to spend the Easter weekend without food and unable to pay my other debts. I shall as a result incur interest and penalties and the service provider is making their problems mine. I asked for the direct contact details of the compliance officer but Retseh told me that she did not have them and asked to send my complaint to her and she will then forward it to her manager and as such i cannot be assured that my complaint will be actioned expediently.