Refund which was not processed

I have a service plan which was taken on 21/09/2015 and I was told that the policy will be active after they collected the 2nd premium which was collected on the 02/11/2015 and when I took my car for service on the 26/11/2015 to my surprise I was told my policy is not yet active but it will be after the 3rd premium which was collected 01/12/2015 I had to pay out of my own pocket and I was promised refund within 7-14 days upon receive of claim I sent my claim on the 03/12/2015 and 14 days no refund has been processed, today when I called to find out what's the delay I was told they only processed my refund on the 14/12/2015 and I have to wait another 14 days to receive my refund. first their agent **** to me when she sold me the policy and secondly they continue to debit my account while I'm not seeing the benefits of this policy because I still pay out of my pocket when taking my car for service and they still don't want to refund me. they either refund my premiums with interest accumulated for the past 3months and cancel the policy or refund me with the money I paid for the last service cause it's my money not theirs.