Chubb wont refund me

in 2015 August to September Chubb failed to debit my account & never even bothered to sent me any form of communication to make me aware that they were having problems with debiting their customers accounts. when I called in November for another reason that is when I was advised of this. I made an arrangement to pay but Chubb went ahead & debited my account without my permission on a date that I'm not even paid yet. now my account is in advance & I want a refund. chubb is now giving me a run around with the refund & they tell me that I have to wait for the next debit to go through but after is has went though I'm told I will be paid in 6 weeks because they've got too much work to refund me at the time I wanted my money. I call & send E-mails almost everyday & none of them even bother to give feedback on this matter, even their team leader Salomi Vermaak couldn't be bothered by an E-mail I sent to her.