Refund issues

I’ve had a horrible experience with OUTsurance. They took a debit order on the wrong date. Now they are giving me a run around when they are supposed to refund my money. It’s been almost a week now. This is frustrating because I’ve never even claimed from them. If they treat me like this for a refund, I’m afraid I’m gonna have issues when I claim as well. My premium also went up by almost R2000 at some point but I called them to find out and after an investigation the premium was fixed.