DISGUSTING SERVICE!!!

Firstly i had taken out a policy with you guys and the first premium which went off was incorrect, a refund was due to happen and did not, no one called to state why the refund was not done!!! secondly, i had put through a claim, and no call was provided to state why the claim was rejected! i had then called in last week and was told the claim will be paid out and i will receive a call on 20/11-friday, no call has been received, no pay out is being done. No rejection letter has been received, what service is this???? please can this be looked into urgently! i would like full details!