Unable to obtain refund

I called the accounts department on the 5 November advising that I was charged incorrectly. I was advised that the Road Protect service was activated in April 2017. I advised them that when I was contacted they advised that the service was included in my current pricing and there was no additional cost. My subscription fee doubled. When I called on the 5 December I was told that someone would call me, as the refund was meant to be done. I tried calling the billing dept on the 19 December and could not get through to the correct dept. When I called again I was told that Kaya was unavailable (I spoke to Kaya on the 5 December). Not sure how to obtain the refund as I cannot get through to the correct department