Absa vehicle finance debited my account extra and i went to the bank on the 28/10/17 to enquire and was told its AIP services and was given an email adress to talk to them regarding my refund and on the31/10/17 and they have not payed me back

I have noticed an extra deduction on my motor vehicle and went to the bank on 28/10/17 and was told its AIP Services and they let me speak with them and I asked them why did the debited my account , they said they have sent me an sms and letter saying I need to send them the copy of my car insurance of which I never receive both the sms and the letter they claimed they have sent .

They said I need to email them the proof of my car insurance and state that I need a refund and I did email the proof on the 31/10/17 and after emailing I called them to ask for my refund if when will it take place they said will take 5 days and on the 1st I will have debits that will need that money and I asked them if what will happen to my bank charges that will be returned as I will not be having any money on my account they said sorry but it will be my problem , but now I phoned them today the 01/11/17 and asked when will they pay my money back as I can not have 2 car insurance policies covering 1 car they say the money will paid on Wednesday why is that ? can I please get my money back as I can not reverse it I hate absa I am going to change that bank next month I will just wait to pay their overdraft that I took this month to cover the debit orders that will come . can you assist me in getting my money please why do I have to wait 5days to get my own money.