no service

I noticed this month a debit order going off our account with our policy no as reference but its not our monthly insurance premium. So I phoned the call centre just to find out its active since April and its for a value added products on one of our cars. So my husband told me a lady phoned him a while back and he said he's interested but that we are not going to take it right now yet they added it and deducted it. I told the person on the phone to cancel it immediately and refund it because it was deducted without our permission. Matibello said she would have to listen to the recording and get back to me. its been 3 weeks now and she's still struggling to get the recording and give me feedback after I left a message for her on friday saying to phone me back. i'am very disappointed in AA. We have been loyal clients for few years but this is not right way they are handling this matter.