Bad service

I canceled my insurance in December 2024, last week my account was debited twice upon emailing both parties till today I haven't received my money back only an official cancelation message from TFG. Customer service said they're escalating my matter to the insurance department for a refund but three working days later no response of action.

What upsets me the most is the consultant I spoke to from tyme bank that told me straight on the phone that I can't reverse a debit order and there's nothing she can do to assist, running a bank that can't even reverse an unauthorized debit order how.