Nightmare customer service with Auto & General

I have had my car insurance with Auto & General for four years and unfortunately due to the pandemic had to cancel my insurance. I phoned and gave the necessary details to cancel my policy and even discussed twice that I want the "entire" policy cancelled as I get billed 2 separate payments. However, Auto & General decided to still bill me the value added product charge "VAP" charge even though I specified a full cancelation. I then proceeded to phone and find out the issue, which they put me through to numerous assistants. The last assistant said she had cancelled it and I should receive an email saying so and will follow up with a refund back to my account. I have not yet received an email of cancelation or a status on the refund. Kindly assist.