Refund woes

Auto and General, a company I have being ensured with for several years and who has always rendered good service, has now gone down the wrong path. They double deducted my premium on 2/9. I phoned them on 3/9 and requested a refund. I was told that the refund had been requested and would be paid out in 5 to 7 days. I made a follow up call last Tuesday and was informed that the refund was in process and that I would receive the payment by yesterday at the latest. No refund was received. To day I called them only to learn that no refund had been requested and that I had to submit a bank statement even though the double premiums were reflecting on their side. My questions are: Why was I **** to? Is the value of my policy not big enough for me to receive proper help with a query. I feel I was discriminated against because of the rand value of my policy. The agents who I spoke to on 3/9 and last Tuesday obviously have no understanding of clients problems. When a person lives on a small income, a double deduction can cause other problems.like I said, Auto and General have always been helpful and understanding in the past. What has gone wrong now?