Coercion, Lies or just plain incompetence?

After having what I thought was a pleasant call regarding Outsurance's pet insurance, I have now been left very upset. After showing interest in their pet insurance I asked to see their policy schedule, the guy on the other end of the line told me I couldn't unless I took it out. How can I take out insurance that I don't know about?? Makes sense right.

So then he tells me that he will action it for the next month, giving me time to cancel and to make plans with my current pet insurance. I say yes, to my detriment.

A few days later I get debited, almost R1000 gone. Call Outsurance and speak to a lady that made things seem so easy. She'll refund the money debited, and this time (correctly) only action the insurance for next month, easy, I thought.

It's been two weeks since I was coerced into taking out insurance since Outsurance doesn't list the cover limits until you actually take out the insurance, blind. It's been two weeks since my account was ****** of it's money, I still do not have it back.