Worst experience ever not once but twice with Outsurance

Terrible experience, worst experience of my life. I took a life cover with them...which I decided to cancel. I called and cancelled the policy. That left me with the car and the other policies which I kept with them. Thus month out of the blue they took twice the amount, I called them to get an explanation...I was then told that the amount debited was for the life cover. Long story short I was asked to fax a statement...which I told the consultant that i will not cause when when they debited my account they did not request. After an hour she came back and told me the funds will be credited back into my account not longer than 48hrs depending on the banks. Yesterday funds were not credited back, I sent her an email. She called me and apologized about system upgrades due to the new VAT but promised again that money will be in my account today. I can not be inconvenienced by them like this. Why should I wait for seven days as the lady told me that if I do not provide them with a statement it will take that long for them to credit my account. I am waiting for them tò credit my money back and then close all the policies I have with them.