Bad / Poor customer service

I wrote a letter on 11/12/2018 to motor happy regarding cancellation of my policy since I haven't used their services. Up to date I haven't been contacted or refunded my premiums yet. Their auto response mail states that their aim is to answer all emails within 24 hours during working hours. However I gave them benefit of a doubt and allow more than 24 hours to pass by. What makes the matters worse is they cannot be contacted on the numbers provided, I don't understand why they bother providing contact numbers since they're not working. I want my refund since I provide all necessary information