I want my refund from capitec

I want my refund from capitec they debited my account whilst my policy had lapsed when I called the client care like I was told I will get my money withing 7 days but I didn't when I went to the branch last week I was told my case will be opened again but I will be refunded or my policy will be reinstated but when I went back today because there was no feedback I was told I won't be getting back my refund the refund was declined when I ask why they don't know how do u tell the client u don't know I am so so angry and disappointed with capitec and it customer service I won't let this go I will fight I want my money!