Refund and cancelled policies

I recently cancelled my polices with you and asked to cancel the Debi check to avoid any deductions but Saturday morning 23/06/2023 I received bank notifications from Assupol, I spoke to one of your consultants to assist with refund she asked to send her an email which I did on 26/06/2023. I have never received my money or any response from her please I want my money back. I tried calling your customer service several times no one is willing to assist i get transferred from one department to another. Refund my money and stop debiting from my account.