No refund as expected

I'm truly disappointed in Dotsure. I never had a problem whilst being your client, however, the minute I asked to cancel both my policies and then request a refund as my account was debited after asking for the cancellation it takes forever to get my own money back. I keep getting an email to say it has been logged, that was last week already and I know it takes 3 to 5 days. I am waiting on my refund for the Toyota Fortuner policy which supposedly has been logged last week. Please don't put me in touch with someone who cannot do their job properly.