Unsatisfactory customer service and refund delays

I signed up for the medical insurance and opted for MyHealth plus option that includes lifestyle benefits. When the debit order went off they charged me for the accident cover that was never mentioned to me. I sent several emails explaining what I needed from this insurance way before the debit date and asked that they confirm that they have all details on their end and resend a new insurance schedule. I remember that I once received a call from one of their agents to discuss my request and he assured me that they will update everything as per the request I made, only to see that they debited my account for the accidental cover that I explicitly mentioned that I did not want/need. When I notified them about the debit, I keep getting several emails asking the same thing and not refunding the fee debited from my account. At this rate, I’m concerned about their lack of transparency and whether I’ll be dealing with such incompetence when I need medical assistance in future.