Debited me incorrectly and now they wont refund me

I had a joint policy with my husband with Old Mutual and we wanted to split the policy, instructions was given to Old Mutual to debit me for only my policies, my broker submitted all the documentation with the instructions, at the back office they didnt do their jobs properly and went and debited my account for all the policies, and I asked for a refund urgently as I told them my other debit orders will reverse, sent an email to NOMTHANDAZO SIWELA-Service Centre Agent at PFA Service Centre, my broker also told them to urgently refund me, she never got back to me despite me telling them that if my money is not in my account yesterday that I would be sending a complaint on hello peter, they totally disregarded the emails and I still donot have my money, the service from old mutual is very dissapointing, over the years I have had nothing but bad service and they think its ok to take money from you and then when they need to refund it, they will take their own time, this is pathetic how you treat customers who you should be thanking for your existence