Refund of a Debit Order

I Joined the insurance on the 23rd November 2022, on the 24th I asked them to change my start date to 25 December 2022 of which they did, because my current insurance is still insured with me for the month of December. I asked them to do a refund of the Debit Order on the 25th November 2022. The Consultant I spoke to said I must wait up until its reflects on their side. Till today I haven't received it. I've been promised but nothing has reflected on my account. I have debit orders that didn't go through due to insufficient funds on the account.