VW finacial service very bad service

Volkswagen finacial service deducted almost a R1000 from my debit order without informing me. When I asked why. They said it is because they were not sure if the car was insured. You can not buy a brand new car without insurance. They told me to send proof of my insurance and I will get my money back between 5 to 7 days. It is almost 3weeks now and still no help. Please report them.