Refusal of refund due

I have started a new job and asked if we can move debit order to 5th from the next month. My April debit order went off as normal on the 1st. On the 7th I have been debited again. I enquired, no response. On the 9th.... debited AGAIN! After so much follow ups and no feedback untill the 16th of April. I then canceled my policy with them as I am very disappointed with the services. In March I have requested some documents and confirmation but struggling to get any feedback. I just had enough. Then they said refund will be made. Then I followed up and was advised 5 to 10 business days... I then followed up again and then they said 10 to 15 workings days.... it is past the days and no refund received. Sooo I followed up again and been advised that the debit order was declined with no reason. I am taking this matter futher to police and Ombudsman as theft.