Refund requested for deducting money without my consent.

I had an appointment for setting up my will with Capital Legacy in December. All went well. I was offered the Protection Plan option with them but did not consent to that seeing that I am a single parent. At the end of January, a debit order was taken from my account. I then on the 02 of February 2023, queried this and asked for a refund. This refund was approved, and I was told that this will take 15 working days. Refund was done on the 06th for February but by the 27th this was still not done. I contacted a lady by the name of Patricia and she confirmed that this was paid on the 19th but when I requested a proof of payment, seeing that this did not appear in my bank account, I was told more than once that she will get back to me. This was never the case. I phoned everyday - same story. No one at Capital Legacy ever followed up or phoned back. Only today, 14th of March it was confirmed by the team leader, Lesego that this refund was never done and is only being processed today. This service was by far ridiculous and poor, deducting money without consent and then taking 36 days (not 15 days, no explanation, no feedback and me phoning everyday) to actually get this done. Worst service ever. If they take this long just to pay out a refund, how long will it take to pay out a claim on a will.