Debiting from cancelled policies

I has cancelled my policy with pineapple before it even started and yet they still debited my account , then when I called to enquire I was told that the person assisting me didn’t not cancel my policy . Fine, they then said I should receive my refund within 7 -10 days , it has now been 12 days and still I haven’t received my refund . I called again this morning and Skhumbuzo from the claims or risk department said he has escalated my matter and I should receive my refund before Friday 😡, which is actual nonsense because I now have to wait again . So when I asked him what compensation I would get because of this inconvenience cause by pineapple insurance , he then acted like he couldn’t hear me and hung up.

Worst part of it is that when pineapple took my money it resulted in an overdraft in my account of R220 which I must now pay …. Pineapple insurance has been lying and *****ing from me. I want my refund and they better pay for y overdraft charges as well..

I don’t understand how you debit from a policy that was cancelled way before its inception date . I want answers pineapple