they dont want to refund me

i spoke to a magdeline dikobe who assured me that my premium would not go off this month. but it did and then spoke to nomsa on monday who confirmed that she will process a refund for me but i have not herd anything from them since. it is almost a week and i have not received my money back. i asked them to send me all recordings of conversations and they have not done so. i asked to speak to a superior but they refuse. i dont understand why i should be paying for such a bad service. i have not claimed since i joined the insurance but yet they treat me like i am not a paying customer