Life cover nightmare

I was contactes by an fnb sales agent in May regarding life cover feom FNB.The agent advised me that the 1st debit order would go off end of August.In May ,June the debit order went off and after I had logged a complaint the debit orders were reversed. At the end of July the same debit order went off my account even though I was assured by a team leader that he would ensure that it doesn't after logging another complaint I have been advised to wait for 7 to 14 days for a refund. Why do I have to wait for 7 days when it was not my fault that your consultant or system has a problem ?I am thinking of cancelling the life cover and to look elsewhere for cover.