Debiting my account for someone else premium

My account was wrongfully debited on the 16th of February 2021 and the second debit on the 1st of March 2021 in the amount of R473. My account was being debited for someone else's premium, a complete stranger. I have been sending email after email trying to get this problem fixed but all I received back are emails requesting ID copies and bank statements that have been previously provided. All I want is my hard-earned money back that was wrongfully debited, nothing else. I have proof of emails from several people saying the same things. This wrongful debit has left my other debit orders unpaid. It's been almost a month now and still no refund! Why was it so quick to debit my account but to refund money that is rightfully mine takes forever, I would strongly suggest that everyone who currently has insurance with these people just to be aware of what is going out of their accounts. For all you know you could be paying someone else's premiums.