Refund issues from Pineapple Insurance

I recently canceled my membership with Pineapple due to dreadful service from the assigned consultant. To make matters worse, a deduction was made from my account even though I hadn’t initiated the cover yet. In short, I canceled the product and requested a refund. The Retaining consultant assured me that the refund would be processed within 10 to 15 days. However, I am still waiting, and there has been no communication since.