Unpaid refund

I have since been waiting for my refund as I was being debitted extra amount on my car instalment and they said it's debt protection cover which I have sent through the insurance documents and they managed to cancel the cover for me.however, I was told my refund will take about 5 days this was in the middle of November but still even now no refund has been paid to me. I kept on sending them emails with no response. DISGUSTING AND DAYLIGHT *******!!!!!