Installment refund - Shocking service

My policy was cancelled with Miway on the 21st of June 2020. I was told by the consultant that I would be refunded my full monthly payment as it was already due to go off. I was told that the payment would be received within 7 working days. My account was debited as scheduled, but no refund after the 7 days. I phoned to have it resolved and was told that the same consultant that assisted me would contact me back to sort it out. 7 days past and no call from the consultant. I have just come off a call from Miway, where I was told that I need to send my bank statement to them to prove that my account was debited, which they can see on the system anyway. I will receive my payment in 3 days if I send them a statement or I will need to wait another 7 days for a refund.

Why make it a clients problem to send you documentation, when it can be seen on your system? This service is shocking. I hope their claims are easier to process. 3 weeks and waiting for a refund.