Cancelled my Short Term Insurance with Santam

On the 31st of October 2017 I contacted Santam Short Term Insurance to cancel my policy as I received a better quote from another Insurance provider, at this point the agent requested that I send my new policy to Santam in order for them to review and see if they can better the offer. I received a new quote from Santam on the 1st of November at which point I contacted Santam again to ensure that my policy is cancelled,the lady at this point informed me that the quote I received was not reviewed or approved by the agents manager so she will get in contact with a manager and get back to me.I made it clear at that point to her that I don't want another deduction to go off my account and I want my policy cancelled.At this point she informed me that no deduction will go off my account unless I sign the new quote they provided me.I never had any feedback from the agent and at month end a deduction of the monthly amount was deducted from my bank account.I contact Sanlam this morning 12 December only to be informed that the policy was never cancelled and now I'm told an investigation must be done before they can reimburse me.I want to know what I can do to fasttrack this issue.