Poor work ethics

People must take their jobs seriously and if they don't understand the client/customer request or query they must ask for help from their colleugues because this back and forth is annoying and time. I wrote to them requesting refund for my policy for this month, March 2023 as employer has reinstated stop order deductions and I had already paid for the same month. Instead of refunding me they sent stop order form to be re filled-in. Why must I fill in another stop order when there is one already in place and functional. I just want my money that has been paid twice.