one year still waiting for an answer

In December 2014 i alerted Russells about a deduction of 57 r from my bank account. I was told to furnish details which i did. One year down the line i still have not been rep****. I talked to Chantelle who told me that should i cancel the funeral cover as she told me then i would not get a refund. I am not sure if this is allowed legally. Please refund my money. I am tired of these games. The reference is JDFUN ***