Policy cancelled and money still deducted

A policy has been cancelled with old mutual and money was still deducted .My husband went in to the branch and still no refund. He called yesterday and they said 48hours after a whole month.A sms was also sent saying the money will be in on the 20th september and to date nothing. There service is pathetic.then a whatapp recieved into which bank account must money be paid .Really now you guys know where you deducted from so its obvious come on provide your staff with proper training. Every cent does count ...when we dont pay policies you guys can call 100 times but to get our own money not a phone call back to.us I have evidence sent that the money was taken in error.