Anyone there?!

I have just changed my insurance provider to Budget Insurance as the pricing is better than the insurance I was with previously. Big Mistake. Since joining I have realized that an extra has been added to my policy which has gone off of my account for the last 2 months, After getting an email stating that this has finally been cancelled, I am still waiting for someone to get back to me. They mentioned they would be checking recordings and then get back to me with if I would receive a refund for the last 2 months or not. I am still WAITING. I did mention to the lady that was assisting that the person that needs to contact me should email me as I cannot answer calls all the time. This has been going on for longer than a week. I am now wanting to go back to my previous insurer with double the cost. At least I will get the service that i am paying for!