Unreliable

I cancelled my vehicle policy with lLiberty at the end of November because I sold the car. In December they deducted the premium which I went to Standard to reverse it. They were unable to reverse it saying that it's underwritten by them I have to call Liberty which I did on 17 December they said a refund will take 7 days. I called again o 23rd December the lady who assisted me promised that on the 24th it will be ready. On the 3rd of January I made a follow up they said it will take another7 days. On the 18th January I called again they said it's not showing if anything was done. Now I'm very frustrated by their service.