Poor service from accounting department

I had insurance for 6 years with first for women, and they decided to put my premiums up by approximately 24% even though i did not claim once, I e mailed them to say that I will change insurance, they then agreed to reduce the premium to an amount below what I was paying at present. On the 26 of October 2015 they took off the increased premium off my bank account, which then prompted me to cancel the insurance on 02 November 2015 and I asked for a refund on the amount they took off, I provided the necessary details and e mailed them the same day all the necessary documentation they required, to date I have not been refunded one cent. POOR SERVICE on their part, they are quick to take money off the bank account, however when a refund needs to be processed then I have to wait 21 days before I even get my money back.