refund my money back

the worst service ever i cancelled my policy before it commneced on the 23rd Feb i cancelled, and the policy supposed to start the 27th. they requested the premium after i cancelled and still i called for a refund they now want to charge me a admin fee of 400 and something yet i cancelled before premium should be submitted to the bank i called 3 times and its been 3 weeks and i still havent received my money back i will go to the ombudsman if i dont get my money back this week still. 1700 should be paid in my account.