Funeral cover

I had taken a policy in October if not early November of 2022. Due to circumstances had to cancel policy on the 13th of December 2022. I was billed on the 21st of December 2022 after I had the policy canceled. When I had requested for refund they sent me an sms stating that they are still processing the claim only to find out that they will not refund me as the had only deducted once . Can this please be reviewed as this is unacceptable. I would appreciate a response either via email or a call confirming a resolution. Thank you.