Outsurance

Why must you always battle to get a refind from a big company. I recently cancelled a policy with outsurance but my debit order still went off. I contacted the and they said it will take 2days for the money to be refunded. After 2 days i contacted them again and they said the money will reflect in my account on the 3 of January 2025 but when i contacted them today they said on the 4 of January it looks like its going to move to the next day every time.