money debited from my bank account and mishandled

During the time when my cellphone(in a CellC contract and insured by CSurance)had gone for repairs,I had to pay an excess fee before it gets repaired.I made a call to CSurance and told them to debit the money from my bank account.They debited the money,but they did forward it to CellC as they should have.By the end of last month i kept on receiving messages from CellC saying that my account is in arrears by R755,the fee i normally pay every month is around R418 for both the insurance and the contract. when i visited CellC situated in Umlazi Mega City,i was told CSurance did not forward the money to CellC thus i owed so much. With the assistance of CellC Consultants,I made a number of calls to CSurance,the calls kept on being dropped,if not dropped we would be told to wait for them to call back which they never do.We finally spoke to one CSurance consultant that made it clear to us that CSurance will refund us the money within two days.A couple of days later my sim card got blocked by CellC.i phoned to explain what had happened, still they said i have to make the payment first.I took another amount of money and payed everything myself, till today i have'nt been refunded by CSurance