Metropolitan - pay back my refund

I am extremely disappointed at Metropolitan complaints team. I have been dealing with Wilfred who has not been of any assistance for someone who is a escalations specialist. They have failed to provide me with updates on my request for a refund for a policy I cancelled in December 2025. This policy is a stop order deduction now I have to be sending payslips of proof that the policy premium went off. I fail to understand this because an unpaid premium would reflect on their system. Now that I am requesting my refund I am being sent around with no update on my request.

This whole process has been a pain on my side, it seems like I only get assistance with my queries when I submit a complaint.

N.M Nyoka