Refund error

I received a refund from Outsurance and being the person that I am, I do not spend money I don't know why I received it so I called Outsurance. The lady said she is not sure where the refund come from and placed me on hold. I am unemployed btw and being placed on hold for 10 mins at a time on a cellphone is costly. She said someone will get back to me. I saw a missed call a little later and assumed it was Outsurance so I called them and got placed on hold for a further few minutes. By the afternoon I called back no didn't have my answers either. By 430pm I did get a call explaining it was a system error and that they will be debuting my account but for a much higher amount. After talking to the consultant for I don't know how many minutes I finally had to change my debit order date to its previous date after requesting it to the changed to the 1st on the 1st of June. I don't think that many people enquire about refunds they receive but I'm not one to just accept it. But I am extremely disappointed in how I was handled and my query. It put me out of pocket with my cellphone bill and the fact that my debit order date was changed back has made it even worse. Disappointed!