Bad Customer service/ No proper feedback from agents/ they don't stick to what they promised customers

customer service ... i have been with the company for a year, every time i claim for my drive less refund i must fight for my money every time. the agent will be tells me that it takes 14 working days for a refund which i don't understand because they are getting a report from cartrack and, they expect you to send your one also.. sometimes you send them proof of your drive less so you can get a refund, but they process only for one car, I have 2 vehicles insured with them. I have to ask why the drive less incentive is for one car. Their response is that they didn't see the other one, but they are able to debit my account for two vehicles also they get a report from Cartrack for both vehicles? i have asked several times to speak with manager/supervisor even now am still waiting. Insurance should be simple and easy but this is bad, you hustle your sweat for your refund. this thing of talking to agents is not helping the company.. I don't even eat pineapple because reminds of this insurance.