Disgusting business conduct

Sanlam is a ****, they are quick to run debit order but come up with excuses not to refund. I'm very disgusted. I was working with a consultant, she promised me the debit order will not run until I had canceled my already active funeral cover from sanlam. As far as i know the cover was not yet active as i had not received the schedule and have been communicating with her, however the debit order went through, and I'm told I won't be getting a refund when I had decided to cancel the new policy, the reasons for declining my refund keeps changing.