incorrect infomation

incorrect information given when quote done 2 oct. unauthorised debit orders taken twice. No refund 2 weeks later. I called every for two weeks no mangers or supervisors ready to assist . every call i make i have to explain to a new person the whole story. i was told a refund process on 9 th and 11th oct and i will get funds in 96hours . 96 hours passed still no refund and on one call i made the consultant had a nerve to ask me "dont i make mistakes" . i called again today i was told refund was rejected once again had to explain whole story. lady assisting today was helpful she did process refund, Shortly after the call today i get an sms to say im not covered. How can they keep providing incorrect info. im really fustrated. Clearly client service is not priority. ********** 173