I have been requesting that the extra money old mutual took from my account be refunded bank to my account

Old mutual deducted double for each policy i have with them,and i requested that i should be refunded back since the 18th October and even today i am still waiting for the money.I was suppose to pay other commitments on the 30th with that money and today i haven't paid. who will pay the penalties on my credit card for late payments?i am not so happy about your service. How can it be so difficult to refund a person they money.