Waiting for Removal of vehicle and refund of Premium

Policy ***. On 1 September I contacted Discovery Insure to have a X3 vehicle removed. Consultant advised due to system error it could not be completed. Received a ***. Was advised would be sorted in 48 hours. Two days later I contacted Discovery Insure again, and was told it's still not sorted. Beginning of October the debit order went off my bank account which includes the premium for the vehicle that I asked to be removed. On 02 October I emailed Discovery Insure, and received a reference number: ***. As of today I received no update to this query. I phoned Discovery Insure on 06 October. The consultant was trying to access his system which was very slow, and the call was cut off while I was holding! I'd like to know when this issue is going to be sorted out? When will the X3 be removed from this policy? When will the Vitality Drive be removed from the policy? When will I be refunded the premium for the X3 that should not have been debited as well as the Vitality premium?

Your service is disgraceful, to say the least!