Double bill for car not yet bought

I got a quote from outsurance and accepted , but informed them i had not yet bought the car . They said they would follow up and get a delivery date , on the 17/02/2015 they deducted the premiem from my account i phoned them and candice (a senior advisor) Assured me they would pay back the money or deduct the amount from my next premiem once i had recieved the car , which i stil have not Recieved . Then today on the 19th they deducted the amount again , now i cant get hold of the people i spoke to Very bad service , my account is now in arrears because i didnt budget for this .