Capitec funeral cover

My name is christella I have a complain with capitec I had a funeral cover with capitec of which they have been deducting on the date that we did not agree on I then decided to cancel the cover because they told me they can not refund me at the branch until I call the customer care those people were very rude and mbuyiselo phoned me and promise to get back to me till today still waiting for the call and my refund and according to mbuyiselo steerman is like they are not willing to refund me my money of which is there fault they make it look like Is my fault