Shocking Standard of Service

HI I have tried to cancel my Building insurance and after several attempts it was successfully cancelled, at least, so I think. However, from the time of confirmation of it being cancelled to actually being cancelled Standard Bank continued to debit my account with the premiums. Eventually a consultant of theirs confirmed cancellation on about 02 October 2020 and I was promised a refund within 5 to 6 working days...this was on 02 October 2020...I am still waiting. Here is the twist...I cannot return the debit order because it is a Standard Bank related product debt order and I am not permitted to return THEIR debit orders? [I also have a cheque account with Standard Bank]. This I find grossly unfair and one sided and as a result I will be closing my accounts with Standard Bank including my bond. To add insult to injury, I called today [13 October 2020] at 16:52 - the consultant who took my call [a lady by the name of Khanyisile] put me on hold until her shift finished at 17h00 so that she did not have to deal with the matter - on hold for 8 minutes! Shocking service! Regards Selven