Outsurance dropping the ball yet again

I traded a vehicle in and took delivery of a new vehicle last week friday. I spoke to someone from outsurance and she said i would need to pay a thirty rand extra that would be deducted friday. So when i received an sms on friday evening i was very suprised to see that outsurance deducted R264.40. I called the call centre saturday morning and yesterday and was told it is an error on their side and that i would be in my account within two working days. Well this week is almost over and my money has not been refunded??? Why is outsurance dropping the ball so much!!!!!!