Cancelled policy, got debited anyway, and still no refund after reaching out.

Moved over to a different insurer because I prefer a fixed excess over a percentage based one. Cancelled on the app, got double debited anyway, I called in, was told policies needed to be cancelled over the phone (even though theres literally a button in app to uninsure your covered items), did that and was told I'd be contacted regarding the refund. Still have not received communication regarding said refund and attempts to reach out on the app and via whatsapp and email has been ignored.