Incompetency and horrible customer service

I requested a quote from King Price for my 2 vehicles and the quote was done, because I was with King price before so they have my banking details, I told them I would come back to them with an answer on whether I will take the premium or not and they said okay, then a debit order went off on my acc on the 26th, I called king price they cancelled the premium telling me they'll request a refund on the 27th and I waited till the 30th, nothing came back, I called again on the 1st of July and I was told the request for refund was only done on the 1st because I complained, meaning if I didn't call,i wouldn't have gotten my money back. I explained to them that money they took had its use on the 28th and still today no money, they told me there's nothing they can do, it can only be done next week. I don't understand how they can hire *********** people to play with our money like this.