Denied refund and Policy Amendments

I have contacted Alllife within reasonable time to move my debit order date to end 1st as a new Comer. They ignored my message and now stating I'm that they never got any requests anyway I went into theor whatapp portal asking for this refund this was last Wed or Thursday. I was only contacted yesterday after numerous chats . Yesterday I was called by and agents Precious I think and later her TL Siphokozi who **** and said she will come back to me today after 5pm . I want my refund and will not wait days for that as it defeats the purpose of me moving date to later ! I got a cancelation emails after speaking to them but my money still with them . I have been held hostage by this company and now they cancelled yet still has my money what does that mean! . I need my money today !!!!!!!!!