AVBOB Contract Cancelation and Refund

I app**** for an AVBOB funeral plan a month back and then found a better alternative so I decided to cancel the AVBOB one before they even deduct the first premium. I called their call centre on the 12th of November to ask that my new policy be cancelled and the agent told me it was done and the 1st premium would not be deducted. Despite this, on the 1st of December, the premium was deducted. I had to call the call centre again to get it cancelled.

I was now asked to send copies of my ID, cancelation letter and 3 months bank statement which I did. To date, I’m still waiting for my refund. What is the hold up??? Please insure the policy is cancelled and the premiums deducted are reversed back into my account. I regret the day I filled in your online enquiry form!