Failure to refund

I took an funeral insurance with Assupol and requested for cancelation a month before the debit order date, they assured me they cancelled however they debited,I called to request a refund on the 31st of January and until today I haven't received it, all I'm getting is empty promises everytime I make a follow up.

I wonder if I'll struggle like this in the event whr I claimed to get the policy payout, if I had stayed with them.