My police was meant to start 27 Feb, I called 25th to move the start date as my current insurer had already submitted a debit

My police was meant to start 27 Feb, I called 25th to move the start date as my current insurer had already submitted a debit. To my surprise, Santam had also submitted a request to the bank and advised me a refund will be done as the start date had to be changed. I contact your call centre and now I'm told to submit a bank statement and wait 14 working days. How??? You were eager to get the money out my account 2 days before the actual start date and now that the money has cashed, I need to wait?? Please refund me before I regret this decision