Disappointed client ?

Almost a year ago I took a medical aid for my parents,which they have not used as yet. My account was being debited and there was no problems until the 2nd of jan 3x the amount was debited. On the 3rd we called to find out and they said they have informed us that they required more information but we didn't receive anything till a few days later. I was quite and sent them the required information and few days later followed up and did not get any help. I was told that once they receive the information my money will be put back into my account which I have not received as yet. Today again 3x the amount was debited.