Lack of customer service, no refund

I had an insurance with you guys 2 months ago. I cancelled it after the 1st debit order on my app and it confirmed it was cancelled and there was service fee on my account for that and I did not get a refund even though I reversed it.

Today, I woke up with another debit order and I am very upset. I called early in the morning and the 1st consultant said she's escalating my query to a team leader and who will call me back and I didn't get that call. I called again and I was number 145 on the queue, eventually, when I get through a consultant, the consultant is quiet, doesn't say a word until they hung up which I had to answer a survey.

I am very disappointed and extremely angry. Before I throw my toys out of the cot, I want you to respond ASAP and resolve my query as I will name and shame Standard bank

I called, emailed and was promised to be called back by a Charlene and still nothing