Cancellation Due

About a month ago we cancelled our motor warranty plan on the 12th of February 2018 with you as we purchased a new vehicle.I was told the cancellation will be processed within 21 days and there after X amount will be paid back.On the 11 th of March i contacted to find out what the progress is on this and i was told i need to wait until the 21days as the cancellation has not yet been processed.The following day my wife then called in and was told the cancellation has still not been processed but this will be escalated.

Today i called again and low and behold was told the cancellation has not been processed and the consultant will escalate.I then told her that when we called on the 12th we were told it will be escalated yet the only thing i see can tell me is what she sees on the system and it is in process to be cancelled but she will escalate.She cannot give me an answer as to what is happening.This is unacceptable and would like a favorable outcome on this matter asap.