Refund of my premium

My name is Lorraine Marema and I took a policy with first for women, I got a lesser insurance and I didn’t cancel the one with first for women however they never received any funds from me. January month end they deduct money from me, I called to cancel and to get my refund back. I was transferred to a lady at retention department Tebogo her email address is *** if am not making a mistake. The lady was not helpful at all she was rude even asked me if I have checked my current insurance reviews if they pay claims, I had to even send them through my documents for the new cover which I sent to her, not even understanding what that has to do with them if am saying I don’t need their services. She asked me questions I was not even comfortable to answer but I did. That was last week Thursday. I sent documents email went through but never received any acknowledgment or whatsoever. All am asking now is for my refund or for them to confirm they will cover me this month until end February but I need my refund. She asking me question about my new insurance as if they would do better when they are failing just to revert to me.