Refund not paid

I have had many complaints before with one plan pet insurance but this has been the most recent complaint. I have recently become unemployed and contacted them in September 2022 via emails regarding a cancellation in my plan as I did not have the funds to pay them for the October debit order. The lady I spoke to told me that unfortunately the October payment would still go off with debit order but that I could reverse this and pay them back at a later state, this is what I did. She also informed me that instead of cancellation I could be granted a premium holiday for November and December and that she would contact me January to see if things changed and would be going better. On the 1 of November a double debit order went off (one for Oct and one for Nov), I contacted them again per email no response so I emailed the lady I phoned directly, very mad and frustrated I asked her to cancel my plan completely because I was assured that I would be granted a premium holiday and I wasn’t supposed to pay for Nov. I told her that I still owed a payment for October (because of the debit order reversal) and that they could keep the one debit order but the debit order for November was not supposed to go off and that I wanted a refund. The lady kindly forwarded my email to escalations and explained that I was granted a premium holiday and would require a refund for November. The team rep**** and said they would refund me within 7-14 days it’s been two weeks and no refund. I contacted them over email on Thursday to ask when I would receive my refund and no one has yet rep**** to my email either.

I would definitely not recommend Oneplan pet insurance to anyone.