Cancellation of policy

I cancelled my tax free policy and submitted all docs required on the 16 August 2021 they said it will take 9 days to get money into my account no one bothered to even look at my email I phoned daily and only to be told it was actioned on the 24th and I was told to wait another 9 days I did, it has also passed no money in my account I mean it’s my money why is it hard now to access it when I want it and cancel their policy I have been calling daily to get my calls dropped and empty promises being made. Your service is horribly pathetic.