Poor service

I took out an FNB Life policy beginning of 2015 and I was advised a policy will lapse if I miss two payments. In October, I missed the first payment and I called on the 23rd of November to charge a debit date from last day of the month to the 25th of the month. The agent who assists me informed me on that call that I won't be possible since the debit date is closer. Since I knew that it will be the second payment that I will miss it means I no longer have a policy with FNB. End of November and December no debit was made which makes sense, now End of January a debit of R633 was made on my account for FNL and when I called to query this because I already took out a policy with another service provider and that R633 was not supposed to go off, a case for refund was logged for me due to the fact that when they checked the recordings no one notified me that charges have been made to my policy and now case logged for me. Today I called to get feedback on this, I am advised that there won't be a refund made to my I account but only the person who is dealing with the case can tell me in detail as to why I just want my R633, not the other monthly premiums.