Miway...disappointment

I received a,quote..nd planned to still end my current insurance before starting wth MiWay. They also confirmed at th time,that they wudnt b able to debit my account until.i tuk th car in for an inspection. Anyway.. Due to unforeseen circumstance I cud not get th inspe tion done or end th existing insurance. Miway debited my account. I queried it. They needed to listento th calls. I was then informed tht in 72 hours, my money wud be returned. That was 2 Thursdays ago. I have since spoken to 2 different agents..still no refund. Now all this when I am planning to leave an insurer tht I hv been with for a very long time. Does one trust them..trust th service delivery? Do you still leave what you know to go to people who hv left you in a financial mess?