Rude consultant who could not assist with any simple thing

Today the 18/11/2018 I called Budget insurance regarding my excess recovery. I was told the 3rd has already paid via debit order its been 3 weeks now. budget is not refunding me my money. I spoke to a Rude consultant who could not assist with any simple thing. i want action taken again. She hung up on me, she didn't want to give me her name. the call was made today at 15:20. I want to cancel the insurance with immediate effect.