Misleading information about policy

Since my 1st review about Sanlam, I received a call from a lady at their head office. She blatantly informed me that there was nothing they were going to do to assist me, I should just wait for 5 years. When I asked her why I was asked to send through a copy of my bank statement, and why I was told that my money would reflect in my bank account within 48 hours, she told me that it was a mistake... who's mistake was it? Was it a mistake also when I was given misleading information? The worst part is even though I cancelled this policy more than a month ago already, they are still debiting my account. I'm not happy at all