Pathetic service

I have had insurance with SAU through Bsure and had excellent service. In July I added csr hire onto my insurance, however Bsure insurance didn't give me an option to car hire with them or SAU. They automatically assumed and added car hire separately. I was then surprised to get a separate debit order for car hire instead of it been combined with my insurance. In light of treating the customer fairly, I called to cancel the car hire and eventually is was canceled after a month of phone calls and speaking to different consultants and team managers. I then requested my refund because they debit even after I asked for cancelation. It has been over a month waiting for my refund. I spoken to a team manager who gave me her email address for updates on the refund, however she has not responded to my email. Why should it take this long for a refund?