One Plan unauthorized debit, refusing to refund, each day is a different story with broken promises of monies been refunded!!!

So here goes my very frustrating story.

My partner was called by an agent about a month ago regarding a medical plan, he had chatted to the agent and she convinced him into taking this medical plan, he gave all details yes but did not authorize anything as he asked her to give me a call and I would give the go ahead. When they agent called me I was not happy with what she had to offer, so she calls him back and he told her that he doesn't want it. Friday 15th June money had been debited out of his account, he then calls, I take the phone over and speak to the "manager" and she apologizes saying there was a technical error on their side, she can see that the policy was not processed but funds were deducted, she then assured me the funds have been reversed and should be in by Tuesday latest. By Wednesday, still no funds have been refunded, I call them the agent I spoke to says that funds were processed on Friday and will only be cleared by this Friday 22nd, I ask to speak to the manager, I speak to a manager name Kirsty who told me a total different story this time, she says funds were on been processed on that day and would be available by Thursday, she also told me while I'm on the line that she is sending a mail. Thursday morning I get to work, no email!!! Later Thursday no funds!!! said will give until Friday morning. Get to work today, no email no funds!!! Call through to them around 9am and speak to Maxine asking could I please speak with Kirsty, she informs me Kirsty is not available, I explained everything to her, she says she will speak with the relevant dept and get back to me in 15 minutes, its now 12pm and still no call. around 10:30am I call back ask to speak to head of dept, agents Trish says hes not at his desk but he will call me back asap, now 12pm still no call. I would really like to know, how were they able to debit and account they were not authorized to debit??? I need all call recordings from day 1 where they agent was told NO!!!!!!!! I am not going to leave it like this, I have wasted time and money on airtime always calling them because they don't care to give feedbac**** I need my refund and compensation for this!!!!!!!!