bad service

I called the call centre on the 2nd of Feb 2016 to close my paid up credit card. I was advised that it will be closed in 5 days and that if there's any charges that will go of it will be reversed if I have my ref number . I called today to confirm if it's closed, only to find out that's it is not closed and I'm owing 185.16 because I did not cancel my insurance. If I was advised when I first called then I would have surely called..I myself work for a financial institution. What kind of service is this!!! Surely I won't be returning back to SB once this is sorted.