WAITING FOR MY EXCESS FOR OVER 6 MONTHS

Im honestly extremely dissapointed with the service im receiving from dial direct.. Firstly my car was taken for repairs for a very long time and now im struggling to get my excess back for an accident that happened in october! What frustrates me is always calling and being told whoever thats dealing with my case is not available and he will call me back and that NEVER happens.. So far, from october iv received no updates or calls from dial direct, i have to be the one that calls only to be put on hold forever.. As i speak iv been put on hold for 20 minutes, the consultants dont even allow me to speak to a manager.. DIAL DIRECT PLEASE EXPLAIN TO ME WHAT AM I PAYING FOR EVERY SINGLE MONTH???? WHEN ARE YOU GOING TO TAKE MY PROBLEM SERIOUSLY?????