Premium still not refunded

After deducting a premium (before the policy actually started), I have still not being refunded (since 04 Jan. 2016). After chatting to several people in the VAP Department, I have been given numerous dates as to when the premium will be refunded. (first it was 24 hrs, then 3 days, then 5 days, then I was told that they only refund money on the 15th, then I was told that their system crashed, funny enough is that they still quote people for products, (they system is available for that). <br> To date, 20/01/2016, I have not received any refunds, (after numerous calls to the VAP Department). How can one still remain with such an insurance company???. They are keen to deduct your premiums, but when it comes to refunds, they simply just cannot return the favour....