Deducted while policy

On the 22 August I forwarded my policy cancelation never got any response, called on the 06th of September spoke to Koketso forwarded me a form that I resent to them on the 7th and I got an email to say it will take 7 days, 15th the deduction was done for the cancelled policy all along no one attend my claim until I called to ask what's happening then Angie implemented the cancelation and for the deduction that was done on the 15th I must wait 7 days. its unfair to pay something you didn't budget for and having to still do the run around to get your refund. its wrong and the attitude that I got from the different people I spoke too is not acceptable, if there is a protocol to be followed then one should attend to quires that comes through everyday. I don't understand why we pay admin fee if we must do follow up and be on the phone for more than 30 minutes for things that you were promised a response in seven days.