Unacceptable service!

I logged a refund query on the 24th March 2025 at a branch for a cancelled funeral plan. But the debit order still went off. I followed up on the 15th of April and was told that it takes 30 days for an insurance refund to be processed and that I should wait for 24th April. Today is the 25th and I followed up again because I wasn't refunded. Only to be told by Dineo at the call centre that there is no turnaround time for insurance refunds and that I will only be refunded if I cancelled before 31 days. What is this??!! Don't your staff know what's happening in the company? Why wasn't I told the correct information the first time? I want my money. Your service is unacceptable!