Debit order still going off after cancellation

I requested my contract to be cancelled because the device was malfunctioning 90% of the time I had it (+-2 years). The relationship was cancelled and Janine from client services told me on the 2nd November that debit order has also being cancelled, to my surprise, the company is still debiting my account every month. I called 21st November 2023, I was told that Janine is not at work and as such nothing much could be done as she's the one who requested for d/o cancellation therefore I must wait for her to come back to me. This is really unbelievable.