Nedbank Travel Insurance Unauthorized

Nedbank Travel Insurance( Bryte)

I recently purchased international tickets with my nedbank platinum card which i had confirm with the consultant it comes with the standard travel insurance cover that is free. I then called the insurance company that works with Nedbank ( Bryte) as referred by card division and requested the standard cover and embassy letter and again confirmed with the consultant that Im requesting the standard free travel insurance cover that comes standard with the international flight transaction using the platinum card. All was sorted until few days later when I went through my internet banking, I saw a debit of R470 travel insurance, i called Nedbank I was referred to card division, who referred me to insurance division and I was told by ( Anelisa) they will call me back once they have an experienced consultant online within an hour. A day went by no call, I called again the next morning spoke to Kevin, who are assured me they will do an instant refund- a day went by no refund. I called again on the 3rd day, spoke with Nokuthula requesting a proof of refund ,She said the refunds will only appear in my account 4-7 days once the refund has been approved. I requested proof that the request has been processed since Kevin confirmed it will be done, said she cant help me.

So a transaction has been made on my account for insurance even though the policy states " Nedbank Automatic Platinum cover" which is free with the international flight transaction on my card. N0 one can help or confirm if the refund has been processes, Im being sent from pillar to post between the card division and insurance. I have not been given a reason as to why they deducted the funds in the first place.