Not receiving policy schedule updates

Subject: Query Regarding Debit Order Payment and Pro-Rata RefundDear Momentum,I hope this message finds you well.I am writing to express my concern regarding a debit order payment I am struggling to understand why the payment cannot be refunded especially considering that I qualify for a pro-rata refund. I have been informed that a refund is not possible due to certain excuses, but this explanation does not seem to align with my understanding of the process.Could you please provide further clarification as to why this refund cannot be processed, despite my eligibility for a pro-rata refund? I would appreciate it if you could address this issue as soon as possible and provide a solution.Thank you for your attention to this matter. I look forward to your prompt response.Kind regards,
Very concerned client