Refund my money you deducted from my account

I am a client with ackermans , I have an account with them .On August I received an email with my statement stating that I have joined their funeral policy that I didn't join and I did not sign for it and they deducted R109.95 from my account.Once I received it ,I called their customer care and asked the agent to cancelled it but am really sad because I didn't get my money back.So can I ask when am I getting my money back ????☹️