Negligence

I sent in a cancellation regarding a new vehicle which I was supposed to pick up on the 20th of July 2020, however the dealership did their own thing and I had to cancel the car. I immediately called 1st for for women on 17 July 2020 to cancel the policy for the car and I was told a request for a debit order has already been sent but a request to refund will be logged and I will receive the refund within three days.

It's been a week now and only a request has been logged today because now I have spoken to different agents and I requested for an escalation because they are out of service level agreement as I was promised a week ago. Now I have to wait three more days because agent one acted negligently regarding my request. I don't know how true is it because agent two promised to send me a confirmation email regarding the escalation and the Log. I hope I will receive urgent help and some of my wasted minutes calling in and some agents just cutting without getting back to me. Whenever you call it's a new agent. ***