Pineapple Insurance and their Veron the ***** at Customer Services

I took out Policy number *** with Pineapple in December 2023. I wrote an email to cancel my Insurance cover with Pineapple on the 22 December 2023 which they acknowledge to action. On the 2 January 2024, I wrote to Pineapple to alert them that the debit order had been taken off my account even though I cancelled. Then Veron the ***** reachable on *** entered the scene and promised me that REFUNDS take 14 days to be paid back "into your account". On the 16 January 2024, I wrote again to Veron the ***** and told her that my refund was not paid. SInce that day, she is writing fluffy, non-committal emails with emojis that have no refund date and she probably thinks that the emojis make me sleep at night. I want my money back from Pineapple, and I am now worried that Veron the ***** may not have processed my cancellation and I will end up with another debit order going off my account at the end of January 2024. I hope this is not another start-up trick to manage cashflow and grow OTHER INCOME by not honoring REFUNDS on time and debiting accounts twice before making refunds.