Having money taken from me for cancelled domestic insurance.

Normally I do not do things like extended warranties, etc. But when I did my kitchen a few years ago, I put in a quite expensive fridge/freezer which required three repairs during its first year.
So, I decided to go along with an insurance scheme for such items with a very large company.
Used this with minor problems with this machine, needed handle on fridge door replacement on several occasions and was paying just over £4 a month.

Earlier this year I noted this had suddenly increased to nearly double that amount. Rang them,discussed this and was told nothing could be done, so i told them to cancel it.

Checked my account on line and it showed policy cancelled.

However, a recently check on my bank account showed that this company had still been taken a monthly payment for this, I had missed this as have been unwell for the last few months.

No way of contacting them on line, had to sit listening to their muzak for twenty minutes yesterday to get through to talk to someone.

Did I get an apology? Did I get promise of a refund? Neither, was told i should have cancelled DD at my bank and someone would telephone me to discuss the matter. Of course no-one has.

I am furious. Okay, we are not talking about very much money BUT cannot believe this very large insurance company has such extremely bad customer service. They are entirely at fault, have taken this money fraudently for several months, and would have continued to do so if I had not spotted it.

I have not named this company - it is just about the main one for insuring kitchen appliances. Have now put in an on-line complaint and am waiting to see what happens now.