Policy cancellation refund

I feel so defeated, I have been in talks with liquid capital since January 2021 requesting a refund on the vehicle that was written off. Spoke to Tshundukani who forgot about my claim for 7 months. When I called again this time requesting assistance from the team leader hoping my query would be resolved, the team leader also asked for the same document I sent to Tshundukani. I send the documents and still they are requesting a letter from the finance house absa confirming the vehicle was a write off. The document was sent but they still say it insufficient as it's written total loss and not write off. I called again to explain what the finance house said this time I spoke to Thato who also promised to get the team leader to call me. To date I'm still waiting. Can someone please help me get my money back.