Innovation group very innovative with excuses

I previously wrote a complaint about Innovation group being non-transparent, and evasive. As stated before they use the vehicle finance company's name on debit orders to prevent clients from identifying their company when debit orders go off your account. It took me a full day to find out what company was deducting funds from my account. I was promised via email that the funds deducted from my account would be refunded within 2 to 3 working days on the 23rd of March. It has still not been paid into my account and I am not able to call them to talk to the financial department. The policy schedule I received from Innovation group is misleading and vague as even on the policy the name of the policy is stated as Toyota Service Plan. The only indication I could find that indicated Innovation group was on the 4th page of the policy under a heading called Administration. This company has been deducting premiums from me for more than a year after the debit order was supposed to have been suspended. I only received one policy schedule in 2018 and have not received any communication from them ever since. I can't help but wonder how many more consumers are being duped like this? Why is it impossible to talk to the 'administrator'? I get put through from one call center operator to the next but apparently the financial administrator does not take calls? Rather pay for your own vehicle service. Just not worth it.