Still waiting on my refund

On the 6th September I spoke to a Zach and asked him to cancel both my car insurance policies, a current one and a new one that I had taken out. I repeated myself on numerous occasions and asked him to cancel both. The 8th September, my account was debited for the new policy, which I had taken out on the night of the 5th September online and requested cancellation on the morning of the 6th when Zach called and explained everything to me. I then spoke to a Rubrain Dallin Sondile on the 8th who said that no cancellation was processed. He proceeded to cancel both policies for me and mentioned that he will process my refund. It's now the 16th and I am yet to receive my refund! And then you wanted me to stay with Dotsure! This is poor customer service.