Not Getting Our Refund from Auto & General which was never legally cancelled by them

We have made a complaint with Auto & General since 2021 with regard to a policy that was never canceled in 2007. We have had to pay for value-added services. We have sent proof and policy numbers. We have emailed the Head Of Departments as per the website. We did not kindly get any response. They never canceled the value-added services from 2007 until 2021.