Poor service and unfair premiums collected

Good afternoon, I am a very disappointed and shocked by the service we received from you guys, after you promising to pay us back for premiums you unfairly took from us now when we do follow up you are putting us from one pillar to another. I’m just asking myself will this ever end cause now you agents act as if they don’t know anything. Please sort this out before end of the week. I’m going to escalate this to ombudsman.