No Refund after 26 days

I phoned Innovation Group and spoke to Charlton Manuels today 29-12-2015 doing a follow up after the email I received from Veronique Hermans who promised to give me a feedback within 48hours from the 23-12-2015 and she failed to honor her promise. this Charlton guy told me there's no way I'm going to get my refund in December and if I want my money I should wait till January 2016, if this company doesn't want to give me my money why did they sell people policies if they know that after collecting premiums they wont pay for the service they should render and still fail to refund their clients the monies collected for services they didn't deliver. first they said I should get my money within 7-14 days of submitting a claim, after 14 days they came with excuse saying the payment was delayed I should get my money on the 29-12-2015 and on the 29-12-2015 they are telling me about January 2016. the other thing why should I suffer because of the incompetence of their staff??? they shouldn't drag me into their internal processes where their incompetence staff failed to do her work properly they should just refund my money and stop telling me stories.