Dreadful experience, terrible customer service, empty promises, be very cautious

Following a 1 star review on google in which I expressed my dreadful experience with Pineapple, in which they refused to honour their offer, tried gaslight me and even blame me for their lack of communication in regards to cancelling my profile with them. This notwithstanding that they held premium funds for a vehicle which I sold and obviously cancelled the insurance on. I have since been handed over the 'new sales' who had no idea of the offer that was made to me, nor the fact the Pineapple was still holding funds of mine. The process has been nothing but frustrating. I enviably reviewed this experience and received calls at unfortunate times from their customer service department, I assume, each time I was unable to speak, but set up times that I could speak, which confirmed by Pineapple, the last even placed in writing to me. No calls received at the confirmed times. IN regards to the pro-rate premium from my previous call, I find it worrying and dubious that there is just silence on these funds, which as per original discussions (which they refused to honour) was meant to be heads a credit against my new vehicles premium. Yesterday I was debited for the new vehicle and still no word on the funds that they still hold of mine. Therefore I am now out in my view double charged. My major concern around the experience I have had with Pineapple since the 3rd of September 2025 till today is that I have absolutely zero confidence in this insurer and can only imagine what tricks they will pull when there is an actual claim. The worst part is as I am now locked into 30 days notice with them as I couldn't on the very last minute before collecting my new vehicle rush around to find a different insurer. My experience as a claim free, low risk (1 x minor windscreen claim from a previous insurer in 6 years) customer has been horrific. As they have refused to honour the offer made to me by their retention department, I have now been penalised by more than R200 per month on a vehicle premium, everything adds up. My express advise, be very cautious and don't expect them to honour what they say, whether it their offer or whether it is a booked call, let alone what might happen when there is an actual claim