Refund still outstanding after cancelled application

I app**** with Rentoza, but the verification process was extremely frustrating. I was repeatedly asked to upload the same documents multiple times, with no clear feedback, so I decided to cancel. Despite the application not being completed, the first instalment was debited immediately. I requested cancellation and a refund, but communication since then has been very poor. Feedback is slow and comes in drips, and I’ve had to follow up repeatedly for updates. I am still awaiting my refund and would appreciate this matter being resolved urgently. Rentoza needs to improve both their verification process and refund communication.