THE WORST SERVICE EVER!!!!

I am writing to formally lodge a complaint regarding the unacceptable handling of my insurance policy and the unresolved refund issue. In early August, I accepted a quotation for insurance covering three vehicles, with the policy scheduled to commence on 25 August. However, in mid-August, I sold one of the vehicles and promptly requested a revised quotation for only two vehicles. This updated quote was agreed upon, and I received a revised policy schedule reflecting the change—still with the same commencement date. Despite this, on 25 August, a debit order was processed charging me for three vehicles. I attempted to contact your office multiple times without success. Eventually, I was able to speak to someone and explained the situation clearly. I was assured that I would be refunded for the third vehicle, as your system reflected only two vehicles on the policy. Instead of receiving the promised refund, I was later asked to provide proof of sale for the third vehicle—an unreasonable request considering the vehicle was removed from the policy before it commenced. I should not be forced to insure a vehicle I no longer own, especially when the change was made and acknowledged in advance. I was told the refund would be processed within 14 working days, yet to date, I have received no refund, no resolution, and no further communication. I have since cancelled the policy due to the poor service and lack of accountability, but even that has not been acknowledged. This experience has been deeply frustrating and a complete waste of time. I expect this matter to be resolved immediately, with the full refund for the third vehicle processed without further delay. Please treat this as a formal complaint and escalate it to the appropriate department. I also request written confirmation of the resolution and refund timeline.