Refusal to refund

I took a 3rd party cover in May 2023 for ehailing business.I then upgraded it to Comprehensive but realised after a few hours that I can’t afford it and reverted back to 3rd party which I’m still on .A consultant assured me on 30th May that in the event that I’m overdebited I will be duly refunded .I asked for confirmation to that effect on email and it was never send .To date I haven’t been refunded despite countless calls to their call centre to no avail.Today I spoke to the manager Kelly who indicated that a refund was send to me on 12 June 2023 although I haven’t received such ,I requested for proof and dololo.I was promised a confirmation email and that never materialised.