AWAITING REFUND

So on the 18th January an email was sent to Metropolitan re my policy that I have for my cousin that is being deducted from my account monthly.I have asked them to please cancel the policy or alternatively only deduct February as I was cash strapped due to unforsee expenses. After being recorded and all my details being taken down , the person on the other side of the call had taken all the details down and said that's fine it can be done. Only to have a double deduction end of January. I was livid as I had given them enough time NOT to deduct from my account but had asked to have my premium deducted end of Feb at my next pay date. o I called the same day my money was deducted and the call centre agent said that he does not know how this could have happened, but will sort it out and that I will be refunded within 24hours. 24hours came and gone and I even gave extra time thinking maybe its a glitch with my bank. But nothing after 2weeks. So I called again to ask what the hold up was. The agent then said oh no they had refunded your money back into your policy. ***?? So had I not call I would have been waiting. This is unacceptable. How can simple instructions not be followed.