Bad, poor service

I took out a car insurance policy but later cancelled it. But the cancellation was not implemented and actioned and so month end they debited my account. I called and asked why and they said my policy is still active and so they cancelled and i requested a refund and i was told it would take 7 days. Its now over 7 days, when i call im being told someone will call me. My emails are not being attended to. Till today no refund, no response. All i get is an automated response email. You will be hearing from my lawyers. You giving me a run around with my money.