Worst service

My business is insured with MiWay and we switched ownership between my dad and I and then updated the insurance company with our amended details, I spoke to a consultant and she told me that because we have changed the details late in the month, there would be a double debit but soon as the money came off she would create a refund to me and within 7 business days, this was not the case. I then called in a few days later and someone else told me they would create a refund, this was again not the case,there have been multiple calls since then, I call in at least twice a week just for people to tell me that they will create a refund but nothing ever happens and I am never kept in the loop. This has been a really tough year financially and businesses around the country have been feeling the sting, this may not seem like a lot of money to other people but it certainly helps us get through the month and every cent counts. I have made so much of calls to them and they dont even have the decency to follow up with me. Please can someone help me, I’m really struggling with cash flow and I need this money