Standard bank failed to refund me of an unauthorised debit order/ car insurance

On 15th December Standard bank deducted my car instalment with an additional R934.23. When I checked my statement, I saw that they have decided to add a motor vehicle assist which they never contacted me about and I never authorised and know nothing of. I gave them a call and spoke to Sphiwe who failed to give me reasons why they added insurance I never signed up for, but he promised that I he will remove the insurance and process a refund for me, I must expect payment between the 17th and 18th December, which I still have not received. I'm utterly disappointed by Standard bank and its ********** activities to me. Like I bought my car in 2018 and only now they decide to provide me with insurance with the audacity to not even contact me and seek for my approval. Sphiwe and his employer never stuck to his word of refunding me and removing this insurance I know nothing of. I've never been this disappointed in my life. This bank is disgusting.