Standard bank issue

I took a policy in the 1990s which I later cancelled as they failed to update my identity number. Since then there were no debit on my account until 13 October 2023 which resulted in my account being in arrears and there were no sufficient funds in my account and being charged charges by the Bank. I have been emailing Standard bank to find out what the problem was and where this came from but usual with Standard bank there was no feedback except the prerecorded message saying they will come back to me in the next 5 days which never happened until I called them on 30 October. After a lengthy conversation I was assured by their consultant Kopano Masoabi that the policy is now cancelled. Without disclosing who her supervisor was she told me that I would be investigated to determine whether I actually did cancel the policy which means she did not believe. This lady wanted proof fro me that I actually did cancel the policy. My question to her was if I did not cancel the policy all these years why did nt they debit my account. Kopano told me that there was a problem on their side. I also raised a concern to her that if I did not cancel this policy as per her belief - what would have happened if I had a case/injury and tried to claim from them. I told her there is a lot of ****s within Standard bank mentioning to her that lately there has been cases where I received emails from unknown firm of attorneys in Durban claiming to represent the bank. I am very angry now that with this latest debit my other policies will be returned back to me> I tried to ask her to put me to her Supervisor. She put me on hold and after a while told me that her Supervisor cannot talk to me she is in the meeting I see that as being very rude and do not believe that her supervisor was actually in meeting. While I was talking to her about this latest debit of 24 hours ago she kept on telling me that I am still being investigated and that they need proof that I cancelled the policy. Hence I have escalated this matter I need my money back. I do not work and cannot afford to loose and be charges for mistakes on Standard Bank side. Very rude and inconsiderate of the customers needs by the bank. I told her that I am escalating the matter I need her supervisors name she still refused and told me to use her name. What an attitude from the bank representative.