Dotsure customer service is bad

On the 15th of March 2023 I contacted Dotsure Insurance to give my notice that I would not be renewing my insurance coverage with them this was in accordance with policy documentation stating I can call and cancel the policy with 31 days + notice. The policy was due for renewal on the 20th of April 2023. I explicitly said to C***, please cancel the policy and send me confirmation that it was done. C*** logged the cancellation and provided me with the following link to follow the ticket https://dotsure.freshdesk.com/helpdesk/tickets/6***xx

Subsequent to that, Dotsure still debited my account on the 20th of April. I urgently messaged C***x to immediately reverse the debit order and he messaged on the 21st that " I can assist with a refund it on my end, I will also send a cancellation letter as proof that the policy is cancelled." At this point I still have not received further communication from him, with it being month end, those funds are critical and Dotsure is happy to process a debit order overnight but they take longer to return the funds.

Additionally, there was no apology or empathy for not cancelling my policy and putting me under financial constraint despite me doing everything by the book. How many other customers are being subjected to shady customer service and being put in financially difficult positions.