Billed on cancelled account

I cancelled this policy on 23 February 2015 as I'm relocating to the United Kingdom.<br> Despite this, I was still charged a premium on 25 February 2015. When I contacted the call centre the lady on the call indicated the policy is cancelled and the premium will be refunded. This still has not happened. <br> I cannot believe the level of incompetence I have to accept from this company. How difficult is it cancel a policy and even more, to refund a premium that should not have been deducted from a client's bank account.<br> I currently intend on taking the matter to the insurance ombudsman since this company also does not respond to mails (as their automated email response suggests). This is not the level of service I would have expected from this company.