Not keeping promises

My dad died 26/03, being a customer of Chubb Response, Welkom.<br> My mom and myself went into the office on Monday, 30/03 - paid the premium in cash (which took about an hour because of a \system error") for April. We did know that their bank froze their account and we did not want any problem with the services.<br> Then they sent an agent to the house for the new contract. We stipulated clearly that the new contract should only start 01/05 as we paid in cash for the April. We also stipulated clearly that the house was for sale.<br> And so the problems started ... On 1/05 a double premium was deducted from the new bank account. They said \""oops sorry\""- we will make a refund within 10 working days. Today is the 19th? <br> Once the house sold we gave them notice"