Unprofessional service

Good day

I took out a life cover with Standard bank during September 2018, although the agreement was a debit every last day of the month they debited at any time of the months, which at times I had to pay churches for an empty debit at my bank. Numerous calls were made, as well numerous emails to resolve the matter, after several day I will receive a SMS that my debit was unsuccessful and that they will debit again later in the month. About three consultants called during the numerous calls and emails and would apologize assuring it will not happen again, but it did not stop. So I sent an email to surrender my policy, they swiftly cancelled my policy with no refund. I cancelled this policy due to the lack of their unprofessional service and extra money it cost me including my airtime calling them. I want to know why have I not receive a refund