Empty promises

On 11April I spoke with a very helpful consultant who committed to put my instalment payment for professional indemnity insurance on hold for a month while I was abroad. I wasn't informed that it could be done on a monthly basis for a few months (I was abroad for 2.5 months). This never happened and the instalments were deducted monthly. On 26 July I again contacted the company to inquire about the situation and request a refund. I was promised that the matter would be reviewed based on call recordings (which would clearly have confirmed the instalment holiday), a manager would contact me within a week and the matter would be resolved. No call has been received and no reimbur*****t has been received. Empty promises.