Capitec funeral plan please refund me

I app**** for a capitec bank Funeral plan and later decided to cancel it as I found something better, the debit order went through and I tried disputing it on the app it said it can't be disputed as it's a Debi check or something. Then called the call center on the 9th, the debit went out on the 8th, I was told 48hrs, and when I follow up none of the agents know their story, I just want my refund, I have been getting terrible service.. And none productive response case number ***