Budget Insurance
My refund that was not putted thru

I have car insurance with budget and have not gone to the dealer to get the car.my account was debited and I foned them and I was asked to send a letter from a dealer and a bank statement of which I did on the 21/11/2013 and when I foned on monday the 25 I was told that nothing has been putted for my refund and I was asked to redo the request again becos nothing appears on the system.