Shocking service ever

I have three policy's with this company I have been paying for more than three years never missed any payments. Got SMS about premium increased which their complaint service consultant couldn't explain kept on repeating same thing using different terms and decided to activated my debit orders while I explain to her that I am paying manual and the decided to debit and I have already paid. I than called in spoke to team leader so they say, was promised to get refund within 24 hours, more than 48 hours has passed with no refund and when I call they dropping my calls or transfer me to Edcon.