OVercharged insurance premium

on the 28th of Jan, naked debited 595 from account as my insurance ws on pause. After that, it debited 449.10 after i unpaused it. on the 30th of JAn, they again debited 657.67 for which they were not supposed to. I inquired about this money and they said i am going to get a refund. This was two weeks ago and I still have not received the money. On the 20th, I switched my cover back on and I got an email to say I received a refund of R383. To my surprise, they debited that very same money on that day. I am struggling to get any help from their consultants about this. I have seen this happen a lot of times before but I thought maybe I'm the one who messed up with the calculations. I need this money to get to work and there is no clear indication of what's causing this issue, and I'm also not getting any help from emailing their consultants.