Horrific service

Absolutely horrible service. They offered me a service warranty for WeBuyCars, but I was unable to see the policy wording beforehand - I had to accept cover before seeing the wording. I asked about specific coverage which was confirmed. I accepted coverage. I then received the policy documents and the very coverage I enquired about was excluded. On the same day that I accepted cover and received the policy documents (11 December 2025), I cancelled the policy and received automatic confirmation of same. The following day I received confirmation from an agent, as well as what should’ve been an internal memo to the sales team to try to retain me that was sent to me in error. I also received an SMS confirming the cover was cancelled. However, to my dismay, at the end of December 2025 the debit order went off. At the beginning of January 2026 I enquired about this with Innovation Group who told me I’d cancelled outside of the cooling off period which I proved I didn’t and they conceded. They asked me to wait 3-5 business days for the refund to reflect. I have now called 5 times and have been advised each time that the refund has been processed and to please wait 3-5 business days but I have received no such refund - it is 6 February 2026. Despite debiting me without a valid mandate given that I cancelled during the cooling off period (on the very same day!), Innovation Group cannot provide answers as to why I am yet to receive refund or when I can expect my refund.