Premium refund

I have cancelled my policy with Dotsure due to been unhappy with their services because everytime when I claim I first had to fight with them before they can settle my claims.On the 20 December 2023 I cancelled my policy and they deducted my premium while my policy was cancelled.i have been communicating with them from the 20th of December for premium refund and they have advised that the refund will be done within 2 to 3 working days and even up to today it has not been done and now is the 31 December 2023.everytime when I call they advise that they are waiting for the supervisor to approve the refund.i am really really disappointed with Dotsure and their services.i am not happy at all and spoke to Mpumie on the 20th and she advised that the refund will be done but still nothing has been done after 11 days