Incompetence

In the middle of June i logged onto the dial direct online dashboard and remove building cover from my policy effective 01 July 2020. It was a seamless process and the dashboard was updated and it reflected my new premium which was R500 less. On the 1st of July the debit order went off and to my surprise is was still the old premium amount which is R500 more than what I expected. I called dial direct the next morning and according to them my building cover is still in force. I then asked for the cover to be taken out and for my R500 to be refunded. I was told it would take r business days for my refund to be processed but here i am 10 days later with no refund. I even called on the 14th of July and was told they will get back to in a few hours but i still have not received any communication.