Insurance Refund Issues ***no surprise***

On the 24th of June I cancelled my policy with Auto and General, they advised me this had to be done with my broker at B-sure Africa. I called them and the policy was cancelled the same day. They advised me that my debit order will still go through due to the debit order that was already processed and that I will be refunded in 10 to 14 days. Its been longer than the time they stated and when I call both companies they advise that my payment was reversed on the 29th. I'm not sure to who as this refund does not appear on my account at all. Both Auto and General and B Sure keep passing the buck. Auto n General say I must call Bsure and Bsure say that they will contact Auto n General. I have also tried send my bank statements to show them that there was no refund but Bsure's server is down from Friday. I don't understand these insurance companies if you don't pay they cancel your insurance and you not covered but for them to refund you what is yours there's such a big issue and no one knows what to do and where is you money. Plus no one ever comes back to you.