Refund

I took a funeral policy then cancelled during the cool off period( 31 days) I was told by an agent that they will not take the money when i phoned to cancel he said if it happens that they take, they will refund me, unfortunately they debited, and i understand that debit was through they couldnt stop it as i cancelled hours before my debit date, when i phone the call centre I spoke with the lady that refused to authorise a refund for me when i asked to speak to a supervisor she said Supervisor wil call me back, superviser did not call me, i made countless calls to cpaitec but the last agent did understand and said they will get back to me within 24 hours He gave me ref number also. IT is now way more than 24 hours still no response from Capitec