****med, unprofessional and pathetic!!

I cancelled a policy on the 5th of September, a consultant confirmed that it will be cancelled with immediate effect and emailed a cancellation letter however on the 20th premium was collected and when i called the call center to inquire, a consultant confirmed a refund however it was not a full a premium?? I asked the consultant why am I being refunded less and he advised it is a pro rata but for what when the vehicle was not insured according to the cancellation consultant?? I want my full refund before COB today, you guys are ****ming us and cannot explain the errors you picking up on the system furthermore he transferred my call to the consultant who was assisting with a cancellation however the phone kept on ringing with no one picking up!!! I need my full refund as I also have to pay my current insurer and it should a full refund because you had no right to debit my account, and train your staff too so they can be competent