bad practices

I was contacted by their tele sales dept. and they did a quote in September 2023 i asked that this be put on hold until i did more research and cancelled my existing policy ..but they stated deducting from my account from October which is when i called them back and asked for it to be cancelled and was told that it would be ..but they have continued to deduct unti i called again in feb ..so they finally have cancelled it and i was told that i would get a refund ..which i have yet to get

totally unacceptable practice