horrible service,i'm cancelling my policies!!!!

i requested for a holiday premium in October and was advised by your call centre staff that it will be affective from the 1st December meaning the debit orders for November will still go through, now to my suprise you have deducted almost R1000 on my account for my december premiums and i want that money back into my account, worst of all i called on the 28/12/2018 and wa told to go to the branch and request for a Refund, i went there today at Old Mutual Randburg (square) and was told by the receptionist to come back on the 02/01/2019 because there no Financial Advisers available to assist me....i took time off work to sort this out and i'm still not assisted.......I WANT MY MONEY BACK NOW!!!! id: ********** 767080 Mrs L Zondo