Bad service

Phone on 21 June around 11:21 to cancel policy from 1 July. Consultant asked to speak to my husband for confirmation and gave phone to him to speak to her. On 1 July they deduct a payment, when I phone 6 July to ask when they are going to pay back the premium, they informed me that the policy was never cancelled, according to a note on their system the phone went dead and they could not finalise cancellation, if that was the case why did the consultant not phone back. Now we have to pay insurance for 6 days of July, because of someone who did not do there work properly. On 6 July they said amount will be paid on 8 or 11 July. When I phoned again on 12 July payment was never logged.