High premiums and extra money being debited

I have been with Outsurance since 2016 and I have been paying R1400 and my premiums dont even go down. This month outsurance debited more amount without my permission and no formal communication was sent out. I phoned on Monday they have been promising me to get my refund back but nothing has been made. I phoned in again today and spoke to Steven who told me I will get my refund on the 5th October otherwise I must send out the email. I asked how so because I have been expecting my refund today. He then made me hold for long and said Johan will get back to me of which he never did. It's so sad how outsurance is so costly, will only reduce your premiums with R20 yet are so quick to debit so much from your account. I have neva given them any problems with payments yet I get the worst treatment.