Deducted money and don't give it back

Absa deducted money from my husband's account for insurence after he told them he don't want it for we do have an insurance on our vehicle they asked for proof of insurance witch we sent to them a few times now and still we are waiting for our refund!!! Meanwhile all our debit orders could not go through for the extra money that Absa deducted and still deduct then they take bank costs for the debit orders that did not go through even though it is there fault that it did not go through!!!! ABSA is very quick to take your money but when they must give it back they have lots of stories!!!! So ABSA I would appreciate it if you can give me an answer on this matter when can we expect our money back which you have taken and what about the bank costs for it was due to ABSA taking money that we could not cover everything!!!