Overdue refund on incorrect debit order

I have taken car insurance with Outsurance on the 7/09/2019, for the first debit order to go through beginning of Oct'19. I received welcome email on the same day at 08.10 and cancelled on the same day at 09.51 to email ***. i was surprised with the debit order going through on the 02/10/2019. I called and speak to Ninzi apologized and tell me that the email address is no reply but failed to understand as it did not come back. Ninzi promised that she escalated my query and will be refunded end of Oct i told her i am unemployed cannot afford to wait till end of Oct, she then provided me Mandi's email address to send proof of my bank statement then they will speed up the process of refunding me. Email was sent to Mandi on the 07/10/2019 till today have not received anything from her and on the 21/10/19 i followed up via phone spoke to Brandon who confirmed that it showed on the system that will be refunded on the 4/11/19. I told him of how unhappy i am as it is inconveniencing me, i am depending on UIF money for living do not afford to have money hanging in the air. He then promised that has been escalated and must expect refund in 48hrs till today i am still waiting. I have used the money that i do not have to keep on begging Outsurance to bring back my money.

This is frustrating especially in my situation of where i have to count cents to be able to buy bread.

regards, sylvia