THE WORST SERVICE EVER

My policy with Ebike lapsed whilst I was working overseas in mid March. I tried to renew online (being an internet insurance company) but their website was not functioning and has been down for months. I contacted them by email but unfortunately there was no option to renew online and I had no telephone access.
On return from offshore, early April I called the company on their premium rate number, an advisor called me back but since my policy had lapsed I had to take out a new policy. I went over all the details and was happy with what was agreed including increasing my premium in order to bring my excess amounts down to £250. I paid for the policy in full by credit card.

I received my policy through the post a week later and noticed my excess was still at £450 even though I had agreed on £250. The company has now played back the recorded telecon I had with their advisor and agreed they made a mistake and said they would send me cancellation form and refund my policy in full as I have requested. This was two weeks ago now and they are not relying to my emails. I have tried calling their premium rate number a few times and the last time, a week ago I was told someone would call back but nobody has.

I now have no idea where I stand and do not wish to put my bike on the road as I feel they will hold this against me if I had to make a claim. Not happy!