Complains department does not even bother to give feedback

I phoned the complaint department on Monday to lodge a complaint on behalf of my mother. I was told they need to do investigation till now I'm still waiting for feedback. My mom canceled policy with budget as she's with Miway. She wanted to cancel policy with budget with immediate effect but was told she can't as the debit order already went off. I then phoned on her behalf and I was advised she can cancel and get 50% discount as she has another insurance. She then sent a policy document to prove she's insured with another company, then she was told no she won't be refunded as budget doesn't refund. When I phoned to query the cancelation the consultant that I spoke to didn't even request for my mom's policy number but just advised that we can send current policy documents and she'll be refunded 50%. I myself was insured with budget when I bought my first car I had very unpleasant experience with budget and canceled my policy in 3 months. Very bad bad service from Budget