Cancelled but still debited my account

Hi, I phoned/emailed Roxanne from budget on the 11/08 to inform her that I need to cancel as I did not take the car I was going to buy, she rep**** saying my request was send through and that I need to phone if I found a car a wanted. on the 01/09 my account was debited with the amount I was quoted, so I phoned again on the 04/09 to get them to stop the debit order and cancel as I still did not take the car. today I phoned to find out what is happening and I was told they are waiting from the dealer to inform them I'm not taking the car, there was never a dealer in the picture it was a private sale (my MD car) no one will phone and tell me this, well I'm still waiting for my refund......