Refund for cancellations not paid, IWYZE

On the 19th of October i requested to cancel my insurance and a agent told me that it will still be debited on the 20th and i will be refunded within 7 to 10 working days. After a week or 2 i phoned the company again, the other agent did not even bother to go through my cancellation request, she just promised me that eventually i will get my refund before the 10 working days. Today it is the 13th working day and i have not yet received my refund. I even fear that they might not have even cancelled my insurance. I dont know who i can call to get assistance.