policy query

It's been more than a month now waiting for the response from Edgars, which is I don't understand how difficult it can be to find a recording because they have my record on their system it can show when is the policies where added into my account and obviously the recordings it can be from be that day, I feel like they want me know to teach them how to do their job, I'm going to say this again I didn't agree on the policies I want to be refunded my money that was deducted every month on my account I'm tired of going back and forth about this. Can u be professional just once n fix your mistakes and stock sacking your customers the little cent they have got the things they didn't sign up for, I'm really not happy about this case it's being handled I'm being taken for a fool and I'm feed up, I deserve justice