Unfullfilled promise

Had an accident during 03/06/2017 and ask Budget Insurance to claim from the third party as he was guilty. They promised me to do the claim and asked me to send evidence, send them everything they need but till today my car is not fixed, I don't even get call from them. I kept on calling the Lawyers that they reffered me to and since last year I have been asked to leave the message several times so that they can call me back and they never did, What suprises me is they still debiting my account but don't deliver the service, I am totally not happy about their service. I will be glad if they can refund me what ever they have debited from me so that I can fix my car