BAD SERVICE

I have called your call centre on the 25th November after I was over debited ,also requesting my pro rata on the item that was damaged and supposed to have been removed from cover. Your advisor confirmed that I was going to be refunded my pro rate and over debited amount with 7 working days. I did not receive all my refund as promise by your advisor , I want to know why this advisor **** to me? I had to call again yesterday to make follow up and I was then told that I will not get my pro rata because I pay for the full month, but no how can I pay for the full for the items if the item is damaged and have to be removed , cancelled from the cover ? Your policy document clearly that : Refunds in the event of cancellation If a premium has been paid for any period beyond the date of cancellation of an insured item or this policy, MiWay will refund the relevant portion less any administrative costs, provided that no valid claim has been submitted for that period. I will appreciate feedback on this matter.Thanks