Incorrect amount debited

On the 29th of Aug i took an insurance with Outsurance. i was informed on the call that the premiums includes the shortfall cover. When i received the policy document and got time to read it, i noticed that the shortfall cover was not included. I canned in and Lindo answered the phone and he came back to me and confirmed that indeed the person did say and they will amend my insurance accordingly. Policy documents were sent but the price has increased I enquired about this as was not the initial agreement and i was told they are waiting for someone to authorise. The increased amount was deducted and i called in and again i was informed that the matter will be solved. Days passed and i was called by someone regarding something completely different and i informed them what is happening and he put me through the correct department and again i was told they are waiting for authorisation from the managers and the extra money will be repaid to me.

I am still waiting with no communication or whatsoever