Billing on a closed/cancelled account

I have two funeral policies with Standard Bank which I've had for some time now.

Because I was recently unemployed and am still trying to find my feet, I decided to let one of the policies go.

I spoke via email to one of Standard Bank's Investment Specialists who confirm last month December that my policy was officially cancelled. We discussed and explored different options as it was not an easy decision to let the policy go after years of paying monthly premiums.

However going back and forth, I eventually had to go ahead and give the instruction that the policy should be left as is, in that Cancelled Status. I was not going to afford the premiums of two policies any longer.

To my disbelief and complete shock when printing a statement at the ATM, I realise that Standard Bank charged me 7 premiums for 2 policies. One premium was correct and expected for the exusting standing funeral policy, however the 6 remaining debits thereafter were for the policy which was supposed to be "Confirmed Closed". Six premiums for one policy!

I have been trying to get assistance in having the matter resolved and my monies reimbursed back to my account since Friday. I've even been accommodating and even attaching the bank statement for their convenience as well as the email confirming that the policy had been cancelled.

If I had perhaps been passed from pillar to post, I wouldn't be so irrate as to take such extreme measures to SCREAM for attention, but the most infuriating thing is that I have not heard word from Standard Bank! Except an automated Out of Office email from the "Investment Specialist" saying they would be back in the office on the 26th. I SENT THE EMAIL ON THE 26th!!?? Then AGAIN the same automated Out of Office email from the same consultant saying the same thing. TODAY IS THE 29th!!!!!

This is honestly ridiculous and ********** service from Standard Bank. This is an all time new low I must admit.

I want my money back immediately. I am a single mother of 3 kids, live with my mom who is unemployed and my uncle who is disabled. EVERY CENT COUNTS.