Wrongful Debit of account/LACK of communication

I phoned Discovery insure on 25th September to cancel my policy from the 31st October 2015. Email confirmation received. Had my DQ track removed 30th October. Up til then FANTASTIC service. <br> Then 3rd November my account was debited for R989.88 even though I cancelled my policy OVER 30 days. I call and speak to someone who then puts in a request for a refund and gives me a ref number: #***. After that call i never recieved ANY email communication. Confused I called on Friday 6th November to find out what was happening and spoke to a rather rude lady called Ayanda, who did not offer much information besides saying, you can't call on Tuesday and expect money in your account today. I explained to her that i wasnt expecting the money, I was just wanting an update as i had not recieved any confirmation email/text/call or anything AND I emailed and all i recieved was a generic mail saying someone would be in touch - guess what no one contacted me. I am thoroughly upset at the lack of service i have recieved from discovery after being with you for two years - you are very quick to take my money but trying to get a refund is a nightmare. Please can i have an update TODAY!<br>