Failure to refund account

I called A&G vap dept in November after realising that they have been debiting my account for years. 2005 when i bought a car, 3months later i cancelled the policy and the value added product was not cancelled. They went through their internal process to see how to handle this issue. They finally came back and said they will refund the payments from 2005. I have been pestering this Nadine lady to process this issue and she has been sending me from pillar to post. Last week, she confirms that they have done the manual payment from their fnb account to my fnb account. Wednesday the money was supposed to be in my account and nothing. I call and i spoke to a Mmathapelo who also confirmed the amount, and the amount was excluding the 2previous years, this info Nadine neglected to inform me about. Now their trying to say i never payed this premium for those years. Now am sitting here with no money in my account on a manual payment, and plus R2k that is still pending to be processed once they check that the money was actually debited from my account. This is the worse service ever. It takes so long to refund people but the one missed premium, u will be inundated with calls about payment!