Bad service and no feedback

I recently took out a policy with my new car with Discovery 27 January 2015 and had to cancel it the same day. the consultant gave me a quote including a tracker however when I wanted to have it fitted I was informed that I had to pay extra.The quoted given included a tracker but the consultant told me that it was excluding the tracker. I have the policy to prove that a tracker was discussed. I cancelled the policy and was informed that someone from legal will call me back. a request for the voice recording was made and a manager will call me back. To date no one has called me back. when I called back for my refund the consultant told me that I would have to wait for the legal department to call me as that was their policy. I called again a few days later. the policy was not cancelled. the consultant made me hold on saying how sorry he was about the poor service while he cancelled the policy with legal. he assured me that it was cancelled and that I would be refunded. I called today 23/02/2015. the policy was not cancelled due to an error with the IT department. I was referred to some other department and promised that they will call. Please may I be refunded and feedback given.