Abuse and Incompetence

In February 2019 I wanted to add relatives on my Doves funeral policy ,the Doves call centre agent advised me that I should do what they call a conversion(choose another option in their funeral policies).I did that and requested that the option I was previously on be cancelled .On the 15th of March 2019 I found myself being debited for two policies ,I alerted Doves and I was asked to submit a bank statement .I was then informed that I will be refunded for the policy that I had cancelled (I have refund Ticket IDs as proof of this ) .

Since then I have been sending e-mails and calling Doves and I still have not received my refund .And now to abuse me more I have received Smses form 3SixtyLife claiming that I owe them premiums on the policy that they were suppose to cancel in February ."Sorry " and "its not on our side " is all I here from their call centre agents .Whenever I email 3SixtyLife I get the same automated response .I have never experience such incompetence