First for woman taking money when consultant adds cover not authorised by me

I have been a FFW client for around 7 years with only my car insurance on my policy. A few weeks ago when my premium went up by quite a lot in terms of the amount I am paying called in to find out more details. To my surprise I was advised I had added house holders insurance in January 2023 which I categorically stated I never did. It was then suggested the call I made following another negative experience due to a dent claim I attempted to lodge was around that period and would be made available to me and listened to in order to determine clarity on the above. The individual Tshepang More who assisted was obliging promising to call me back however never did. So moving on, I received a call from a supervisor when rated the service on my last experience with FFW, by Milicent who advised she would retrieve the call which she did and I was advised they were sorry as listening to the call at no stage had I requested this to be added to my policy never mind that I was also paying for something I had not requested to be added. I was shocked to say the least in particular due to me being in a ***** environment and this should not be happening anywhere or anytime - taking my money for something their consultant added without my consent. I was advised that I would be refunded as though it would be a favor to me however to date no further communication nor refund made to me...this is horrific to say the least and leaves me with little confidence in the company where my insurance is paid regularly and have had no claims either.