I want my refund

I've spoken to one of their agent by the Surname of Mabunda, he was selling Retirement Plan and Educational Plan. I asked for the debits of each to start in December, however the deduction date was set for November, this has affected my budget and a premium for my funeral plan to not be paid. The agent promised to call me back mid November to amend the d.o date, he sent me a text that he can't change it, the system has changed and I can't reverse the money that was taken from my old mutual account. I called and sent emails for a refund request, without any assistance, getting through to the agents is a challenge. I just want to be refunded and cancel those plans. I will only continue with the funeral plan. Agents are able to call and sell to us, but we can't reach them when the error is on old mutual's side. This is very disappointing.