Charged for service/product not rendered

I was convinced by a tele marketer to buy a service which boils down to this: After my first payment I would receive a bracelet in the mail that my 5 year old son could wear around his wrist. Call it an ID bracelet. This item would have an emergency contact number to a call centre at Essential Med that a person could call if my child was found lost or involved in an accident. The call centre would identify the child and also have access to the contact numbers of us as parents as well as emergency transport to hospital, medical aid details etc. A very good idea in practice. After 4 MONTHS of debiting my acc I had still not received the bracelet. No one bothered to call me and inform me that there was a problem with the manufacturing and there would be a delay. I had to phone every month to follow up, and if someone in the call centre promised to call me back, they never did. In the end I decided to cancel the membership, insisting on a refund, as I had been paying for a service I never received. EM rep**** saying that I wont get a refund cause I was covered. How was I covered if my child went missing and had no ID on his arm? I have STILL not heard from senior management.