Very Poor Service from Metropolitan

On the 14th July 2022 i submitted the documentation that Metropolitan asked for,cause i did not sign for for the policy,nor did i recieved any documentation from them.They told me it would only take 2-3 weeks for them to refund me,i am still waiting and its more then a month now.I complaint at client care,no response from them,they said the manager will call me,i am still waiting for him/her to call me.Must i now get my lawyer involved,cause the service im getting is very very poor and the policy is still active after i said to cancel and refund me.