Deductions of Homeowners Insurance without Consent

on the 4th of Feb 2016 i received my first electronic home-loan statement from Nedbank i notice that the deductions was higher then usual and saw that they had been deducting homeowners insurances without my consent. I choose perior to the bond transfer to go with my own insurance and gave all paper work of the policy schedule as per their requirements to nedbank attorneys and have email confirmation of it that was on the 9th July 2015. Nedbank still went ahead without providing me policy number or details to deduct premiums off my account. I contacted them and asked them about it and why they did this their excuse we didn't have your policy schedule so by default we deduct and cover the house. I ask that they cancelled it instead they endorse a nedbank policy on me and then i had to call back 4 times to explain this is wrong. Finally last Wednesday someone called back and for the 5th time i explained again and they cancelled it but still i have not received the refund as I was promised it would be in my account by yesterday. Mr Hoff client service manager did not call me back as he said he would again i wasted 1 hour again on the phone trying to get answers.