Unauthorised debit order

My insurance company I cant trust!.. I was Debited an amount this morning i'm not even aware of, and I wonder what else is happening with my policy.. I then called the Insurance to find out I was placed on hold for over 10min only to be told, " it looks like it a system error" Sorry Miway this is not good enough!!! you cant have a system error by taking money from people's account, this is seen as theft!,,, I request a formal apology and explain how you going to deal with the bank charges for this specific transaction and most importantly I want my money paid back by next week Wednesday!.. I'm really disappointed by this as I have been a loyal client for over 3years now..