Poor Service

My Netstar fee had always been deducted with my insurance premium for the past 5 yeas with no issues. I then changed cars last month and the same thing was going to continue as it always had before. I then received an SMS from Netstar that I will be deducted separately which suprised me so I called the insurance company and they connected me to someone at Netstar. The lady explained that my account wasn't linked, etc but they will sort it out. I haven't received my refund back, and when I called Netstar directly today, the lady said she was going to make another follow up and cannot give me a resolution time which I find unacceptable.