Debit order to be returned immediately

I called 1life last week and asked for a policy to be cancelled as I did not recieve a policy document and in actual fact I have a similar policy with another service provider I spoke to an agent and she confirmed that the policy has been cancelled and she will log a refund and it should take about 7days.

Today we beyond day 7 and no refund.I called this morning speak to Thando,she says the policy has been cancelled but no refund has been logged. I ask her what now because I need my funds and if I reverse the debit order myself I will be charged R40 by my bank,the line went silence and she has not called me back,so assume the line has been dropped?