I'm very disappointed

I've always had good service from MiWay, but my current experience has left a bad taste in my mouth. I recently moved to Polokwane and changed my Insurance because MiWay got too expensive. I called and canceled my insurance and told them not to take a debit order, but they still debited. My debit order is scheduled for the 1st of every month but when I canceled they debited on the 25th of April. So now I have admin fees as well.. I'm struggling to get my money back from them for the last 9 business days. Every time I call there is a different excuse as to way my money haven't been refunded. The lack of basic customer service has me wondering what is going on there. I can't get anybody to call me back or just pay my money back. I even went to the bank but Absa was blocked and couldn't do my refund for me. I'm very disappointed!!!!!!!!!!!