debit error

<p>Im currently in a process of buying a house and as a procedure i have to have a home insurance,i was then approached via phone call by people from insurance supermarket.They offered me a good deal aand i accepted thier offer.The first debit order was suppose to be from when the house is registered on my name,i then recieved an email from them apologising for an error of being wrongly informed that the house is already being registered on tbe 20th January.They said the transaction was cancelled but unfortunately the debit order went thru on the 23th.i notified them about it and they sent an email saying it wil be rectified.from that day until now i havent been refunded,i fail to understand whats talking long to rectify that error</p>