Incorrect Information Provided During Cancellation

My son called on Saturday, 29 November at 11:44 to cancel his insurance. The consultant he spoke to advised him that he did not need to cancel immediately, but that a refund would be arranged and processed within 5 days, after which the cancellation could be finalised.

When he called today to follow up on the refund, he was informed that there is no refund due to him, which directly contradicts what was communicated previously.

This misinformation has caused inconvenience and confusion. Please escalate this matter to your management for urgent investigation and resolution.