cancel and refund

i got a call from them last month they told me the was a merger between them and dontsure my current car insurance and they needed to confirm my details, only to find out they sold me a new cover and they even debited my account, i called and cancelled, requested for my refund, till date no one has gotten back to me, today i call in they are telling me nothing has been cancelled, i want my money reversed and this thing cancelled