Unreliable & bad service

Me and my husband phoned numerous times to cancel policy that is unsatisfied to our needs. No email address on the website. The telephone number we phoned has an automatic answering machine and when you choose the option between 1 and 2 both of them what we choose we got cut off. I also spoke a few days back to a consultant but she said she will pass the message and phone my husband because it is in his name. I told her it is urgent because the debit order is due and would we like to cancel before then. Till up to date they haven't phoned. The money went off once again from our bank.