Overcharged debit order and no explanation or refu

A debit order was taken off my account on the 20th of January for an amount higher than my premium. I sent a mail on the 21 to question this and a got a response 2 days later saying the query was sent to finance. Since then ive been calling every 2 to 3 days to follow up on when an explaination will given or a refund made. I was told that Daphney Govender would call on the 10th, but I received no call or voice mail, or even a simple email sent to provide feedback as to what the issue is. Every agent i have talked to since has given me different answers from technical issues to incorrect information. But no one will tell me when i will get my money back. This makes me angry because come the 20th of February they will debit my account again, I dont even know if they will take the same overcharged amount but fact is they will get their money without any issues. Yet I am still sitting here wondering if Ill ever get my money back. I hate inefficient companies it makes me wonder what will happen when i need to put in a claim. I would hate to have to change insurers over such a small issue that cant be resolved