Poor management

I took out a value added products policy with auto and general in September 2013 (***) only to find that they had duplicated the policy and were debiting me twice. I notified them of this in November 2019 when I discovered this, when they subsequently terminated the 1 policy and I asked when I will be refunded the premiums I have been paying for all these years. They said they will get back to me. Still no call, email or any correspondence.

As of 2 days ago, I wanted to update my policy with a new vehicle and I told them the exact same thing and spoke to the kib insurance broker as well as the sales person and managers at auto and general, who all say that they will get back to me but I haven't heard anything.

So when can I expect my money that you owe me for premiums paid twice between September 2013 until November 2019? So it's 5 years of auto and general collecting premiums for the same policy.

The question is I've been calling the call centre for all these years and they ask for policy numbers and I'd numbers, yet you guys can not pick up that there is a duplicate policy?