I got a quote from them that I accepted, but sent through a cancellation on 12 May already

I got a quote from them that I accepted, but sent through a cancellation on 12 May already. On 21 May the amount was debited from my account and I phoned. The agent I spoke to ensured me that the policy is now cancelled and that the refund will be reflecting in my account after 5-7 working days. She even said that she will do her best to have it back by Friday after I explained to her that I have debit orders that need to go off and that my credit record is in the balance. I asked them to phone me today (8 working days later) and the agent told me that it usually takes 7-14 days and that there is nothing she can do. I understand that, but then another agent should not make any empty promises.