Story keeps changing - just give my money back NOW

today at around 09.27am I was called by Thukelo in the Old Mutual call centre and was advised that my debit order for December 2013 was returned unpaid and another debit order was returned in January 2015. why am I being advised of this so late? so then I realised that I had cancelled my policy and requested a refund / surrender and want my premiums returned as I am not benefiting anything from these policies now all of a sudden they are bringing up debit orders that didn't run. so this lady when she called me was very unprepared as she started in English then put me on hold and when she released the mute button she was speaking in xhosa to someone else (not me, I don't speak Xhosa) then she made a few expressions and hung up. she called me on my landline so my calls are recorded too. this was very unprofessional.<br> so I called OLD mutual back because this call was very confusing. I spoke to Karien who assisted me wonderfully, no complaints with her service, however I am not happy with the information she provided - she advised that the refund from OLD mutual will take them 10 Working days, that's bull-s because I was told on many occasions that the refund will take 05 working days