Santam unduly charges and never refund

On 10 July I called to cancel my car insurance with Santam (and keep house hold only). I have agreed with the consultant on a recorded call and received confirmation that on the 01 August the new premium (house contents only) would have been deducted. However, on the 01 August the full car insurance premium was deducted again, leaving me over R800 out of pocket. I called to rectify the day after. They acknowledge that some "glitch" occurred. By mid-August I called again and a new consultant also sees what happens and promises to pass onto for refund. Today 22 August, still no refund of the difference. So that is 42 days after my first call. Not once was I asked for a contact to follow up or receive a call/email follow up - and not money. It is a shame for a company with a name such as Santam.