Deductions after cancellation of policy

I had three years back with Budget for my Ford Fiesta and on the 20 August i called them to say i bought a new the car and i want to insure it and cancel the other one i was treated so badly for just cancelling the previous one and wanting to insure the new car, but by then the consultant took they already took the details for the new car. On the 25 August after being treated so badly requesting the settlement letter which i did forwarded them. Guess no one responded to my email but my surprise they have being deducting for both cars since September to December,we have been sending letters ,bank statements requesting refund we are being asked so many questions and not getting any satisfaction for our refund from Budget.