Debit Order Instruction

<p>I phoned Discovery Insure to make changes to the policy. They deducted a premium for an item that was previously removed. The consultant working on this had 2 profiles open and mistakenly made changes on the incorrect policy creating a debit order instead of a refund on my policy. The debit order was deducted on 12 April with no prior warning or confirmation. The consultant helping me at no time indicated a debit order would go off, it was a refund . This debit order was reported to Discovery with reference number ********** 357. Since the first call I have been told that feedback would be give same day etc but every time they fail to give feedback. I was helped by T**** from Spec's who promised that refund would be processed on the incorrect debit order before end of business day on 13 April 2017. He confirmed the debit order would be refunded and the amount, but not for the intitial refund as they had to manually calculate that. Given it was long weekend I expected the refund to have reflected today, 18 April 2017. I phoned Discovery and was advised by Dylan (as T**** is not available) that it was yet to be referred to finance for processing??? I was told to manage my expectations? How is this possible! You deduct incorrectly, fail to refund the client after promising and the ask me to manage my expectations and be patient. I am still waiting for the refund on both the incorrect debit order as well as the intitial refund. I've dealt with so many people on this. You take less than 48hours to effect a debit order but when it comes to refunding it takes for ever? It was a long weekend, the debit order resulted in my account going into an overdraft, and effectively leaving me with no cashflow. I've explained this to T**** and Candice. I simply don;t understand how this is fine with you.</p>