Struggle to get refunded and not even consenting

I have been an Edgars customer for 3 years now. In the last 6 months I started to realise that I cant seem to get my account paid as every month even tough I make a payment the account does not seem to get paid up. I then went on the Edgars website to draw my billing statement as I haven't received one since June 2015. I then realised that Edgars billed me for 2 funeral plans I did not consent to. I then requested the documents where I consent to the billing to be processed and to date have received none, I also requested the client service department to remove the funeral plans from my account and refund me, they responded via email stating that it has been removed and I will be refunded within 14 working days as an investigation must be done. This was in the beginning of December 2015. Up to date I received no feedback and up to date I am still being charged for funeral cover that I do not want. This is extremely unprofessional, please consumers check your statements as I promise you they are doing the same to you!!!! I am extremely disappointed in the service of Edgars as they could not adhere to the promises that they made.