Unauthorised Debit Order - Refund refused to me

I requested that I be reliefed for one month on my bond account and to make arrangements for this amount to be paid over a 3 month period due to an unforeseen emergency.<br> I spoke to the call centre agent (Ruth) and she agreed to do this. the monthly premium was debited despite the arrangement made. When I contacted the department, they refused to refund this amount as debited.<br> The funds were debited without authorization from my bank account - the debit order was only authorized for 20 April - NOT 20 March. They have now refused to refund this amount back into my account due to policy.