Refund : Unauthorized debit order

Cancelled my insurance policy effective on 26 August 2019. Was told the debit order has already sent to the bank and I will be refunded by 3 September 2019. Called 9th September to inquire and was informed it will be in my account by 10 September. Today still no refund and been told it would take another 48 hours to get my money.

This is beyond me but clearly within the FAIS ombuds.

I just want my money not your automated response.