Funeral not cancelled and resulted in my account being debited.

I upgraded my funeral policy last month, and obviously cancelled the one i had, to my surprise Standard bank deducted my account with the old policy that i had meaning it was not cancelled??? fine, i call them on Monday 1st of March to get some clarity as to why this policy is still active and why my account was debited. I was supposedly assisted by one of the consultants and he assured me that my money will be refunded. Today is Thursday and I'm still waiting for my money to be refunded?? please help me understand why its taking so long?

This is a massive inconvenience to me and quite frankly its annoying because if it was the other way around this would have had a ripple effect on my credit score and so forth.

can i be refunded my money!!!