Failure to close my premium

I will like to report for their services, I got a funeral cover for my mother which later due to circumstances I wrote a letter of Cancellation and they only reply that they received my email they will come back to, and I received an email from their client services that I have to send my copy of Id and I did but December they deduct the premium and January and again sent the email stating that I have provided everything but why are they deducting. Again same email that they acknowledge this they will look at it, till now nothing.