Reversal on canceled insurance

I just had a bad experience with this company , i have cancelled my insurance with them on the 22 April 2025 as it was difficult to negotiate with them to lower my premiums for years with them. I received a cancellation letter on my insurance same day 22 April 2025, however they debited on my account for this month 25/04/2025 . When i called them i received no apology for an error occurred on their side, and they are telling me that my reversal will be effective after 7 days , which i think is unfair , when they were debiting this amount on my account it reflected on their statement immediately but when i need my reversal I'm told i will receive it on the seventh day. i have other debit order that need to run , this has effected me badly this month and cannot pay my child transport to school , it difficult as a single parent . On the 29 April 2025 i was transferred to a consultant by the name Sipho Tshabalala who i pleaded with him that i need my money , he then requested a bank statement and promised me that my money will in my account by the end of the day 29 April 2025 till now i have not received a call from them and his manage for an update on my reversal , Now they are not responding to my emails .