Disappointing

I requested to transfer my policy with Sanlam and the forms were submitted early April. I assumed that once Sanlam sees the transfer documents, they will stop the debit orders. But they did not. The debit orders are still active and I was informed today after querying this that I need to send an email to Sanlam requesting to stop the debit order and request for a refund. I am surprised that I needed to do this as transfer documents are self explanatory meaning I want to STOP the investment with Sanlam hence no more debit orders. You think that a company like this will stop your debit orders, but no they did not. They just continue to debit your account. Very disappointing.