First time client must get good service to Retain them

As a new Bond account client i am very disappointed with the service i got regarding the first debit that went through on the 25th as i was not expecting this especially from the bank. When my debit order went off I was surprised as they over debit however i called in to query about it, only to find out they debited insurance that i did not take out with them ( i had the same policy with another company).They picked up i had 2 Home owners cover with them and i requested cancellation with full refund with the Life insurance. I wrote a cancellation letter and attached my documents an gave them until the 1st December for feedback as per their request an asked for full refund , till to date nothing has been done until i gave them a call today enquirer about feedback as this affected my finaces.Now they are telling me about another 48hrs before refund. Its so unprofessional and frustating as some of my debit orders rejected.