Bad service

The fact that as a client I had to call in all the time and send emails not to be responded to was disappointing, and they were just to get updates with regards to the case of *****ulency that was opened in July/August 2024, the employees also found it easy not to do their work or follow up as promised and this was also disappointing. I am still waiting for refunds of 6 months of all the premiums that was taken, today 20/12/24 I called in again just to be told that the payment department is closed. How do you as a big company not update or communicate with a client that has reported a case of *****?? I am already a victim of ***** due to your representative yet as company you fail to ensure that the right thing is done and refund paid in due time, because every document that was needed was send by me to avoid a delays from my end.