Dialdirect - Bad service and lack of feedback

I am absolutely appalled by the service I have been receiving from dial direct regarding the refund of my pro rata payment. I insured a 3rd vehicle with them in November 2023 and I took cover from 2nd November. I then informed them that I will only take delivery later in November and they changed the date, we then confirmed that I need to be reimbursed for the prorata payment. I have made numerous requests since November 2023, spoke to various consultants and every time the next consultant advises that the previous consultant did not process something or did not request the correct documents. I have the names of all consultants spoke to, to date. Absolutely ridiculous and I’m definitely searching for a new service provider!