Bad service

Bad service.... I've taken out a funeral policy with Standard bank funeral. I've requested for an update on the policy it was not done, the debit order went off. I am still within the 31 day cool off period I've requested for cancellation as well a refund but still no response. There is not even an option to reverse the debit order on my app...bad service hence I do not wish to continue because what will happen if I need to claim.