Unauthorized Debit

I am not a Budget Insurance customer and they have deducted a premium that was meant for one of their other clients from my account. this unauthorized debit has taken crucial cash flow from me. After lodging the complaint, i had to wait 48 hrs according to them for a reply. When i called them, they said there is nothing they can do i must just send a email and wait. Finally a few days later i received a reply where after i had to prove it to them. Once this was done i was just told i have to go to my bank and reverse it. I again emailed and inquired why i should now take one of my busy workdays and sit for a half a day in the bank to sort this out. My time for their mistake. No reply from them led to this review. How difficult could it be for them to say sorry and rectify the problem using their time and not mine. Very inconsiderate!