I want my money back...

I cancelled my policy in August and I was told I need to feel I an ammendment form and they said they had emailed it to me, days later, I called again to say I haven't received the email and they promised to send again, which eventually they did.. then I filled in those forms and attached the necessary documents, but still I ddnt receive my money back, when I called to enquire, they told me that I took time to send back the forms so the money was used to pay an outstanding policy which I know nothing of...