Ey!

I've been waiting for more than 2 weeks for my premiums to be refunded to me. My vehicle was ****** and not recovered on the 1st of July. I was promised that my vehicle would be removed off cover and no premium for the month of August will be collected, alas here I am waiting for my August premium to be refunded back to me. I was also advised that I will be refunded the prorata for the month of July. I called the call centre to get this done, however I was then told that my prorata fee will not be refunded which was a total surprise to me. So please tell me how is it that you would take a prorata premium if I had added my vehicle onto a policy, but won't refund my prorata for that month because there was nothing to insure? How does that work? I work for an insurance company myself and we refund our clients from date of incident, I mean that's only fair as there was no longer a vehicle to insure. I just want my refund to be processed please! Why do I 1st need to submit a complaint before things that should have been done gets done!