inefficient system

Last year I took a funeral cover using their on-line system, later that day i received smses confirming cover. 3 months later I noticed that there were 3 premiums coming out of my bank account, when i called to query the call centre agent says I might have clicked submit 3 times! what the hell!!! if that was the case how come their system doesn't pick up the error, who covers same people 3x with the same insurer??? anyways, he cancelled the 2 extra and said I should call after 7 days to get the refund. 7 days later i called Hollard and the lady I spoke to said she has processed the refund and the money will be in the account after 14 days, yesterday I receive a call from her saying she hasn't processed the refund because the system is rejecting with an error that says "awaiting bank confirmation", this apparently is the confirmation that the money was deducted from my account. So i asked, how come she sees this error a couple of days after she had confirmed that the refund was processed?! She gave me a whole lot of excuses about the system, I told her how unhappy I was with Hollard and that I'm even considering cancel the policy with them...this morning, i received 2 smses stating that the 2 policies have been reinstated!!! I call Hollard call centre, the agent transfered me to Policy administration because he couldn't help, and the Agent I spoke to says it could have been a system error, no message was sent from them (+ ********** ********** 51/ 21140) now who sent these smses? This agent still couldn't resolve my issue but said "we are sorry". I dont want sorry, next thing they will be deducting 3x premiums this month again, still have received my refund. If this is the kind of service one gets just to get a refund, what happens when I submit a death claim? No client wants to hear 'I don't know what happened, it must have been our system"!