Frustrated with Dotsure

I've been a client of Dotsure since around 2016.

My recent experience with them has been terribly disappointing. I contacted them on 5 Sept to explain why I needed for my premium to be refunded to me this month. I specifically said that I need both my home content as well as my pet insurance premiums to be refunded.

I was contacted on 5 Sept to inform me that without a bank statement I have to wait until Monday, 8 Sept and will be called again.

After waiting on Monday, I had to ask to be called again before I heard from Dotsure. I was then told the refund will be processed on Wednesday, 10 Sept.

Nothing happened and then I was called again to be told it will be processed on Friday, 12 Sept.

Still nothing happened then I received yet another call to say it will be done in 3 to 5 days. So by this time I have now, since the day of the debit order, been waiting 8 working days for a refund.

After sending them another email I was contacted again to be informed that the refund was initiated on Friday 12 Sept and is awaiting authorization.

Today, 3 working days later I get an sms to tell me my refund for my home content premium is due to me within 2 - 3 working days.

First of all the amount is wrong, as I asked for both premiums to be refunded and second of all now I must wait another 2-3 days!

This has become ridiculous and has now pushed me to officially complain. I don't want Dotsure to call me again I just want my full refund!