Struggle to get a refund

<p>I have an insurance policy through Liberty on my bond, which got deducted monthly with my bond amount. Of late, it was decided that the policy payment would no longer be deducted by the bank, but would be deducted via debit order directly by Liberty. However, on 25 October 2016, although Liberty deducted the debit order, the payment also still went off with my bond. I have made numerous calls to Standard Bank in this regard, and was promised a refund within 3 working days. It is now 8 November 2016, and I have still not received my refund. They have sent e-mails, addressed to my Spouse although it is my policy and banking account from which the money was deducted from, stating that they are addressing the matter. I have also had to send them a letter and a copy of my bank statement.</p>