More Problems with Progressive

So the lady I'd been speaking with about cancelling forwarded my complaint to the "quality control manager" He leaves a voice mail on my cell phone that "the first payment not being refunded was in the paperwork I signed and gone over with me during the welcome call, so unfortunately I would not receive a refund." Well, I have yet to find it in the paperwork I signed, and I don't recall it being in the welcome call. And I hardly think they did $233 worth of work on my account, when I kept being told nothing could be done until I make the first payment, due to only then I'd have enough money built up in escrow to negotiate with the pdl's. I'm really kind of mad now. What should I do? I think I may file a BBB complaint.