They are refusing to refund back my premium

I have car insurance with Auto and General, I told them on the 30th of December 2024 to waive my premium and cover for January 2025. They told me the debit order instruction was already done, they will refund me once they receive the debit order. On 02 January 2025, I called them, to check if they received the money, they confirmed it was received and promised to refund me within 3 to 5 days. Since then, I have been waiting. I tried to call and no one is willing to assist me to get my refund back. This looks like ***** to me.