Horrible and bad service

After a lot of running up and down with Avbob regarding cancellation of a policy and a cash back payment that was supposed to be given to me I still have not received any feedback even though the last time I went I was told to give them 7 days and it's been almost 2 weeks. What does one really have to do in order to get service from these companies but when it comes to taking their premium they do it on time without fail. Both my insurance broker and myself seem to be finding dead ends with them. I would like assistance and possibly communication from a a person in a high level of management please.