Worst service ever!!!

I am very disappointed in their services. What they are doing almost borders on *****. They deducted more than the agreed monthly car instalment and justified it as an ODP. They asked me to send proof of insurance which I did, but a month later they still haven’t cancelled it and no refund has been made. Every week I call and I keep getting the same response “the matter has been escalated to our team leader who has tried reaching out but still no response”. This company is a joke, so unprofessional and ripping us off! What is so hard about cancelling this ODP? I don’t care when they refund me, I just can’t afford to keep paying more than what I agreed to pay. I feel like this is all a plan to have the debit order decline so they can reposes my car. I am beyond furious!!! Reference number: ***9