Unreliable 1Life!

My aunt took a life cover with 1Life and only after a year when we requested the policy documents we discovered that it was an accidental cover. i called to verify and was told it was correct as she didn't qualify for a life cover based on her medical assessment which she was not told and i also verified as a policy payer. the agent confirmed that they were going to refund the premiums back. its been over three weeks now, no refund instead i'm given a new agent to address this case every time a make a follow up and I've asked for the recordings of the phone call, no one is sending them to me. every time i'm told the case is being escalated. I've dealt with 3 agents so far and no progress or conclusion for that matter. no one wants to say anything more. they assured me that the policy has now being cancelled but to my surprise a debit order went through this month again after they claimed the policy is cancelled. I've lost all trust in this insurance company.