Money back

I cancelled my funeral policies and i got an cancellation confirmation letter for my three policies I cancelled. I sent an email on the 6th December 2023 requesting when will my money be reimbursed because they debited my account. I got a email back with a reference number 138197. I followed up on the email again on the 11th December asking when will my money be paid into my account after I sent them my banking details. Its a new year and I still haven't heard anything back from them. I want my money that they debited from my account. They are so quick to sell you insurance but when it come to customer service they dissappear.