Debit order wrongfully taken from my account

On the 19th December I emailed through my cancellation. I followed up beginning of January where I was informed it was being escalated. On the 1st February I was debited where I should not have been. I then phoned ADT and was told someone higher was going to phone me back, to my surprise she did and apologized, she told me to forward all the correspondence to her which I did on the 2nd February. I had no reply even after I asked for a reply. On the 7th February I followed up on email and got the repsonse "sorry I was on leave" and that she would get back to me. On the 10th February I followed up again and got no reply.... I have now today sent yet again another email requesting my refund. This is unacceptable. A person has bills and a budget to stick to and money was wrongfully taken from my account. I want my money back!!!!!!!