Bad service / no communication

on the 15th December 2020. i sent a email to liberty to ask what is the process to cancel the policies, Lungile then rep**** and asked for our details, after replying with the details we didnt hear from him again and was under the impression that everything is sorted, in January 2021, the debit order went off an we called in again and spoke to a Tasneem, she said she will sort it out, she also sent us forms to complete to refund our debit order, which after a few days we got an email saying we wont be getting our refund back, and that wee need to send a letter in to instruct them to cancel our policies.... up until today Lungile didnt reply,