REFUND ******!!!!!!

Why would they promise to refund my money within 7 to 10 working days,and now more than 2 weeks later they say they won't pay the refund?!?!

I struggled to pay my premiums when my Mom was very ill this year.Before the 3 months ended I paid my outstanding premiums for 3 months via internet banking.I was then told that my policy had lasped and I asked for my refund which they promised I would receive in my bank account within 7 to 10 working days.That was on the 17th of August.I called a number of times to follow up and each time they said they could see that my refund is with the payments team and that they would contact me to let me know what was holding up the payment.Today they told me something about my policy being a 30 day notice policy and for some reason that I do not understand,related to this,they said my refund would not be paid out.Why would I be told that my money would be paid back within 7 to 10 working days and then this does not happen?!?!