Delay Request for on Premium Refund Payment Due

I sent an email this morning but haven't received any response. I submitted documents on the date mentioned below for my premium refund, but I still have not received any payment. It seems that dealing with Liberty requires one to escalate the matter before it gets attention.

I kindly request that my refund be paid directly into my account urgently,you're Service has always been pathetic and disrespectful to clients.