Wrong Debit/No Feedback/Bad Attitude

I have a policy with BetterLife Insurance, policy number ***. My account was debit for the premium on the 01 Feb 2016. The property is still in the transfer process hence I email and call the callcentre to request for a refund. They inform me that it will take + - 7 to 10 working day. Today is the 10th working day and no refund. I called the callcentre today as I have not receive any feedback/acknowledgement from my request and now the lady informed me no request was submitted and they want proof the property is not on my name before they can procedure with a refund. I am profusely disappointed with the service from BetterLife.