Poor service

I canceled one of my Policies with DialDirect via their online service on the 10th of January. On the 11th of January, I contacted them and asked when will I receive my refund and I was told after 10 business days. When I phoned again on the 31 of January, asking if my refund was processed, I got told that DialDirect needs confirmation that I sold the vehicle before they will process my refund. Is it only me or is there something wrong with this process. Does it not make more sense that if confirmation is required that this is done before the policy gets canceled and not when a refund must be paid. Very frustrated.