refund request not being processed

I sent a query for medical aid for my father. I requested an amount before we confirm and decide. The agent processed the medical aid without my father confirming its okay and debited his account with R6300. Before they debited his account on the 01 August 2024 i spoke to one of their agents, she advised i send an email to a specific address and state to please cancell which I done a day or two before the debit order went off - the debit order still went off. I sent several queries, emails, etc. requesting refund too no avail, each time i do i get a generic response or one asking for banking details and ID, i send my dads ID and banking details 6 times as its been requested so many times, the last request i was told the banking details are too old yet they used the same details to debit my fathers account? Bonitas general queries responses and means of dealing with general queries and complaints is near pathetic, staff dont read emails properly to understand whats going on and several differnt see to the same query thereby duplicating work when we've already responded to whateveer they asking for. Also they dont respond to the actual email you send them but send out a generic response without the original query each time you response making tracking correspondence and who said literally impossible. Its pathetic that such a large and well establizhed orginization cannot see to such a simple query, its the 19 August and my father is still waiting on his refund for money that Bonitas took without consent on the 01 August!!!!!