REFUND HORROR

So I had a policy with them for 10 years, and never claimed also never recieved cash back bonus and felt it's a one way relationship. I then canceled my policy on 19/10/2023. On the 15th November they continued deducting, when I contacted them I was told the money will only reflect in there account in 1st week of December 2023.

I mailed them all my documents for the refund, recieved a' email to say my refund has been finasised but till date never recieved my refund.

I called them numerous times, the last time 21 December I then called and spoke to a guy called Pedro who assured me my money will be paid out on that day, still nothing. How many times do I need to call after this company to get money that belongs to me