Disappointed

On the 24 November I received an email from MFC stating "You are hereby informed that the Value Added Product you agreed to telephonically has been added to your account" yet I NEVER had any telephonic agreement with anyone from MFC.

The lady by the name of Mmathabo phoned me and asked me to please email the insurance confirmation to her of which I DID.

After she received the confirmation, she said to me, the added product has been removed and it was a mistake, refund will be made into my account within 7 working days.

After 7 days, I emailed her but there was no response, I then sent the email to *** and I was told there is no refund, please tell me what is going on? Why was my instalment increased by more that R650 without my knowledge yet I have my personal insurance with MIWAY ?