Refund on my car insuarence

Hi All<br> <br> I called Pps to cancel my car insurance last month since I've sold my car. They promised that my car insurance was cancelled and if I'll be debited they will refund me. Now I was debited and I have been calling them and they are not able to transfer me to the relevant department. If I sent them email with my pps reference number (Pps812984) they are telling me that they need my ID number. After I rep**** to their request they don't get back to me. They respond so fast when you want to insure but not so fast when they have to refund.<br>