Refund request

I am highly disappointed on the experience I've had. You charged me with penalty for not having a car insurance which I was okay. After, I provided with a confirmation I had to call and confirm if you received it as I did not receive any communication. Spoke to a consultant who advised that a refund will be made and she has amended the monthly premium. To my surprise, I receive a statement for December and the premium is not yet amended it is inclusive of the penalty. I called again spoke to 2 consultants who assured that they have escalated the refund request and the amendment of the premium and the refund will take 10-15 days. Today, I receive an email stating that the request will take 30 working days which means you will still debit more than you should and you will still debit incorrect amount on January then still wait another 30days which is pathetic. I honestly cannot initiate a communication all the time. Can I please have my refund and have the premium amended