I asked for cancellation and getting tossed around

this are the people you hire to service your clients.. I asked to have the policy cancelled is Assupol failed to collect a debit order(I've been communicating with one of your agents via e-mail Innocentia Tema), I was advised to make a manual payment which to me is a serious problem. the main reason I authorize a debit order on my account is precisely to avoid making manual payments. after a back and forth conversation, i requested the policy to be cancelled on the 9th of September. I havent received any communication that says the policy is cancelled; today i take the effort to contact her for feedback and your agent, arrogantly tells me is not her responsibility to cancel policies and she cant tell me if my request has been processed or not. really? you have my details on the system and you're too lazy to check the progress of the request and you confidently tell me "you dont know" I wish to highlight this, should my account be debited this month for a policy i have already cancelled, i will report you to the ombudsman. your very hard working agent