Allianz does not want to refund my money!

Bought travel insurance last year and just before I had to travel I realised I needed to amend the end date of my travels on that policy. They told me they could not do so, and I would need to cancel the first policy to get a refund and then purchase a new travel insurance policy.

I requested a cancellation of the first policy with refund and purchased a new one, as advised.

Now when I query the refund, they tell me it has been processed, but there is no reversal of funds that appears on my card statement and I have checked with my bank multiple times.

They provided a false proof of payment.