System losses refund request

My contract ended 31 January 2026. February premium was deducted 24 January 2026. I called beginning of January and the agent told me the refund is loaded to be paid in 7 days. on the 6th i called again and another agent said no request was loaded so she will send request. 10th I followed up and another said same thing nothing loaded on system, so she will send a request. what micky mouse business are we running here. the bank say i cant stop the debit order because it was debicheck approved so if they deduct again end of February do I go through the frustration again?