double deduction

Since last year they have been deducting double on my bank account and at work. I called them on the 3rd march for refund and they said will get it within 2 working days but that didn't happen. I called again on the 8th again was told will receive it on the 9th latest still no money in my account. Called today 10th march and I was asked if I sent supporting documents of my claim but the 2 occassions I called I was not asked any documents as they said its reflecting on their system. All I want is my refund. On the other side ever since I've signed with this company I have never even received any documents including policy contract I don't even know my policy number