Unauthorised transactions - poor service

My insurance contract with Santam has expired, and I did not renew, as I could get the same insurance at only 60% of the cost. Still, they deducted the insurance premium after the contract expiry date. This was unauthorised and *******. Their systems are obviously not up to standard. They promised refund by 7 September 2021. That was 2 days ago. No action. No accountability or honour in their promise to correct their mistake. My other Santam insurance will be moved at once, as although I already received a cheaper quote, I stayed with them on my motor insurance to be loyal. So much about THEIR loyalty.... once they have the money it is your fight, persistence and endurance that determines when and if you get your money back... If I had a claim (which I never had) , and my instalment was 1 day late, I wonder if they would give me a week or 2 to correct my mistake... I doubt....