The most poorest service ever!!!

I took out a service plan with innovation group in September/October. They advices me that the service plan will only kick in 60 days after the first installment which was the 24 of December 2015. They said if I need to service my car before the 60 day period I can send all my payments and details to them by the 24th of December they will refund me within in 72 working hours. I am still waiting till this day for the refund to happen. I called them several times about the refund and they never got back to me and out of the blue A lady called me 3 weeks ago and advices me to send through my bank statement which I did but still till this day NO REFUND HAS BEEN MADE INTO MY BANK ACCOUNT!!!The staff of innovation group are the most useless bunch of people I've ever came across I regret the day I took out this service plan! I don't know what to do?When will someone call me back or give me my refund? I don't know what to do because the staff just don't care they just don't get beck to you. My care is due for a major service end of February and I don't know what to do because this people's service is useless. Will I go have to go through this again? I don't know.