Over charged on premiums

My account was debited for extra premiums a fault on M&F side after contacting them on the 03/03/2016 Maria stated I must send her proof of the debit order and she will have the money refunded on the same day as per my request... only to have the email rejected by IT. I email her again in this week as to were she calls me and tells me the mail was rejected she is so so sorry, she will send the refund for processing. I then get a email stating that the payment was released on the 8/03/2016 the monies will be in my account at latest 11/03/2016 yet no money is in my account. I then receive a mail from Estelle Badenhorst to inform me that the refund was only requested today and may take 3 working days to reflect in my account. The service I received from M&F is appalling and they can not wait to lie to the clients just to get us to shut up. This was a huge fault on their side as the person who worked on my policy from the get go did not know what they were doing and now I have been caused great inconvenience and M&F has no plan to try and correct their mistakes with any urgency at all. I have never received such bad service in my life and the lying is even worse!!