Hollard Poor Workmanship

I contacted hollard last week to request a refund because i have canceled the policy with them a week earlier the policy wasn't even one day old when i canceled it and then they still debited my account so then i contacted them to ask why and then hey were not aware of the cancellation so i explained to the woman on the phone (Ashlyn Singh) to request a refund and after a struggle she had told me that the refund was set for Thursday last week and that the money will be in my account latest by Monday and it is Tuesday now and i need the money it is still not in my account i have sent (Ashlyn Singh) an email this morning at 09:27 and it is now 11:45 and she still hasen't come back to me about why i don't have my moneyb