unprofessional service

I am writing again to formally raise a complaint regarding my refund that I was informed had been processed but has still not reflected in my bank account.

My policy was cancelled effective 01 December 2025, and I submitted all the required refund documentation as requested. Despite this, a premium was debited from my account in January 2026, which should not have occurred since the policy had already been cancelled.

I then logged a complaint and later received communication from your office stating that the matter had been resolved and that a refund was processed on 13 February 2026, which would reflect in my account within 48 hours (excluding weekends).

However, the refund has not reflected in my bank account.

I contacted your call centre to follow up, and the agent informed me that the only refund visible on the system is the January refund, and there is no record of the refund allegedly processed on 13 February 2026. This is extremely concerning, as it appears that incorrect information was provided to me in the complaint resolution email.

I therefore request the following urgently:

Proof of payment for the refund that was stated to have been processed on 13 February 2026 (including payment reference and amount), or

Immediate processing of my outstanding refund without any further delays.

Please treat this matter as urgent, as I have already waited an unreasonable amount of time to receive money that was incorrectly deducted from my account.

If this issue is not resolved promptly, I will have no choice but to escalate the matter further to the relevant regulatory bodies.

I look forward to your urgent response.