Pathetic service

I took insurance with finrite in July and the amount that was meant to be debited off my account has NEVER been debited. Instead, I've been debited almost three times the contracted amount. I've been calling, emailing and submitting all the required documents but there has been no response. All that happens is my account keeps getting debited with the wrong amount and no one is able to explain why. The call center agents have resorted to not answering the phone and I now have to call switchboard and insist that I won't put the phone down until I get transferred to a human being. The guy's name was Khensani and he promised I'd be refunded. I then received an email from Diana Kruger asking for statements(which I sent) I'm still waiting for feedback, all I want is my refund so I can cancel the contract.