*********** employee ignoring my e-mails

I've been dealing with a guy named Dylan Krauser, he's really ***********. He still hasn't processed my refund on my building insurance and it's been 15 days waiting. I've emailed him to call me back and no response, The amount would not have gone through in the first place if he had cancelled it like I had asked him to. He also needs to stop next month's building loan frm going through as my current one is not cancelled yet.