I want action!!

I have vehicle finance with VW and received an email they are requesting confirmation of my insurance, I’ve sent it through several times and got email responses they received it but not sufficient information. The Agent I spoke to was condescending and belittling. I have requested my refund of the ODP that was charged and I was told it’s done, still not received. I requested feedback on the call with the agent done in October. Still not done. Where’s the service?? That’s isn’t customer service??