Terrible service

I submitted a claim on the 18/01/2024 and have been debited my account for the insurance and shortfall account. The claim was successful and was promised a refund for the debit that was done on the 25/01/2024 however it’s almost a month later with no payment made into the account. Also have submitted a shortfall claim and it’s been almost 3 weeks with no feedback called in 19/02/2025 and was told I would get feedback by close of business and still haven’t. Currently on the line with agent who has me on hold for the past 15 minutes and has not come back to give me feedback. This is terrible has it puts a strain on me as I need to continue going on about life and can not afford for another debit order to go out my account knowing that I have submitted a claim.