Refund

I've recently joined debt review. The consultant assured me that ALL my debt will be covered and if my creditors debit my account they will definitely refund me. On the 25th October two of my creditors deducted. I immediately sent them an email with my bank statement as proof of deductions. One of my creditors refunded me a few days later. I've been fighting with them for the other refund. Today they send me an email saying that unfortunately I wont be receiving my refund and that account was not added on the negotiations list. My installment and term is still the same. Nothing has changed even though that account won't be on the list. I'm tired of phoning the call centre and running after my money. Their communication sucks and all I want is my refund as I was promised when signing up!