Failure to refund!!!!!

This company is very bad in handling policy enquireries, I have been with them since 2012. I paid 526 in February 2023 and 526 in March 2023 this was due to an email I received that stated that I should pay 1316 by 15 May to get the policy up and running. I was amazed to get an email stating that the policy has lapsed. I can not trust them anymore and I am now in a process of getting back the money paid to them, but am being sent from pillar to post.