Terrible Outsurance!

I called OUTsurance for a quote in July for a vehicle I might be getting in future. Seeing that I am insured with OUTsurance this was the obvious starting point for a quote. Somehow for some reason the 1st of October OUTsurance has loaded this imaginary vehicle that I don’t own and only got a quote on, onto my policy and charged me for it. How is this possible when we only requested a quote. When we disputed this, the agent removed the vehicle from the policy and said we would be refunded. Still no refund and no one at OUTsurance seems to know what is going on and blaming me. This was not a cancelation from our end this was an error by a sales agent at OUTsurance. All the calls are recorded, why not listed to that??