Poor Pathetic Service

Good Day Kindly assist I have taken out policies recently and did advise that the Debit order should go off on the 21st of every month and this did not happen the Debit order which was not authorized went off my account I have since requested that my debit order to be refunded and my policies cancelled which is an inconvenience to me the client and then I am told to wait 5 working days for the money matter to be resolved and the funds to be reversed which is so poor service should I not receive my refund timeously I am going to revert this matter to the Ncr for not clear and concise information and not abiding to the date that I stipulated when taking up the policies