Refund

I had insured my car with them from September 2021 December 4 I canceled I got a cheaper insurance with same benefits and ffw then tried to give me a less quote and my new insurance was still cheaper December they did not debit but end January they did I phoned and asked for my cancelation letter and refund on my money that they debited everything was confirmed refund was 3 to 5 working days which will be by Friday 3/02/23 and I have been phoning about the letter all they do is apologize and promise to send by end of the day since last week but nothing this is an inconvenience, today I phoned again because I noticed that my app still has my policy as active which means they will be debit again .