There mistake

It's now been 3 weeks of constant emails trying to get them to pay my car key claim out to me. They made a mistake and paid it to the wrong acc they then told me I must take it up with the bank, I go to said bank and ask them do I have an account with them that I don't know about, the say no not at all. So I email pineapple again and tell them and they want to tell me it's a active acc once again I tell them it might be a active account but it's not my account, still they say oh they have to invistigate. I email and ask them "investigate what you made the mistake pay my claim to my acc that is clearly on the policy and sort the rest out with you accounts dep who made the mistake" I have now given the 30 day notice because I have decided to switch insurance company's. I'm not the only person with this problem with them go do a deep dive on there Facebook page