Refund for credit shortfall policy

I had stretch and dents policy with innovation group , they didn't want to assist me when I wanted to take my car for dents they said the policy expired and they won't assist me and I'm not gonna get any refund. I gave up on that one.

Second incident : I cancelled credit shortfall insurance and I asked for refund they sent me the following email :

" Credit shortfall policy NCF043800

Policy incepted on the 27/03/2019 Policy is on an active suspended status due to missed premiums On our records it shows no cancellation request was logged

Please note the policy cannot be refunded unless a cancellation request is submitted.

If there was a cancelation request you submitted previously, please provide us with the actual email you sent, alternatively confirm if the policy can be cancelled.

Should there be any clarity required pertaining the feedback provided do not hesitate to advise, alternatively contact us on ***.

Trust the above is in order.

"

Nedbank mfc sent them the cancellation request and the policy has been cancelled and now innovation group doesn't want to refund me , when I called them to find out why they don't want to refund me the lady that I spoke with dropped the phone while I was speaking with her .

This company is traumatising me really, I regret myself for taking their products or services , I will never recommend anyone to them .