no refund for 3 months Pathetic service

3 months i go i opened an account with Edgars, clearly specified i don't want these insurance cover and agreed. a month down the line they were added on my statement i called to lay a complain about that. They conducted an investigation and provided me with a feedback that they will reduce my account balance with those unauthorized fees as they said the supervisor on duty have signed and approved the refund. They said it should reflect in 48hrs but now its a month late and the balance is still the same.. this is the 4th month this issue have been dragging and still no way forward. I'm really dissappointed by this terrible pathetic service and worse being **** to by a person claims to be a manager ? than to who should we raise our concerned to if you gone **** to by the manager of the Company ? This is a day light *******. would someone please kindly assist.