Refund not paid

I have never experienced such poor service in my life. I have using this medical aid for 2 hours and on month end if your debit order didn't go a text will be send that your membership will be canceled if an immediate payment is not made and I would pay little did I know that my membership was cancelled already but they made three debts for 3 month of 1500. I called to ask for my refund they said I should fill a refund form which I did and it will take 7- 14 working days. It's two months today and still I have not received my fund and each time I call I get a lousy answer that they under audit