I'm ****ed at VW financial services

My wife cancelled an insurance policy with VW finance in November 2019 and it was agreed that the last debit will be December 2019 but VW finance debited her account on 28 January 2020 and I personally made calls to them about the debit that wasn't authorized but I'm always told it will be resolved as the account is with Westbank and this has put her bank account in unwanted financial strain wich is not fair and it's easy for VW to process any debit but it's difficult to reverse it and on both calls I made I'm promised that it will be sorted and they are just not helping but passing the bug