Still getting a debit order

A few months ago my car was written off, since then I have personally sent them the AOL letter from the insurance, yet the debut order went off, so I called again to find out why, I was told it's an error as the person dealing with my claim never received it but rather someone else it so I sent it to her and two weeks later sent her another mail to find out why haven't I been refunded, she said I should wait two weeks, and it's the 3rd week now yet no refund, this is unacceptable and will get debited again this month?