Policy not cancelled - bad customer services

I cancelled my policy on 15 November 2017 via email. Sasha Naidoo rep**** "if you still want to cancel please contact me". What does she NOT understand? I did reply that the new insurance policy starts on 1 December 2017. On 1 December 2017 my account was debited with the premium. On 2 December 2017 I send another email and phoned in. I was told that it would be sorted out today 4 December 2017. What a joke! Today I'm told that the policy is still active.......