Lack of response and no refund processed

On the 26th September 2025, I addressed a cancellation request on email to cancel policy number ***. I received an email informing me that you were attempting to contact me however I was unavailable during that period however I never retracted my cancellation and I was clear that I had moved on to another insurance. You continued to deduct a premium on 14 October 2025 which I accepted as cancellation was sent on 26 September 2025. I further sent another email on the 14th October 2025 noting the premium deduction and further requesting confirmation of cancellation of the policy. There was no response. On the 14th November 2025 again you deducted a premium. I called in to dispute this because this was now the second deduction after sending an email requesting cancellation of the policy. I spoke to an agent who requested that I send my policy schedule of the new policy I had taken up and I sent that policy schedule which confirms that conception of the new policy was 4 September 2025 therefore I had been paying for 2 insurances. I was advised that a refund would be processed after I send the policy schedule. The policy schedule was forwarded to the agent's direct email on 14 November 2025 to date there has been no communication about the refund which was promised after 7 working days. The policy was confirmed and cancelled only on 14 Nov 2025 when I called in therefore my emails were completely disregarded. To date no refund has been processed even after sending a follow up email on 25 November 2025 we have not been given a courtesy of a response. It is my right to cancel if I find competitive premium prices but I still deserve to be treated with respect and dignity and be given a response to communication sent and further be refunded my money. I find this treatment unacceptable after being a loyal premium payer from June 2022.