Unprofessional service, conflicting information, delayed visa, still waiting for refund

I am extremely unhappy with the service I have received. I have been trying to resolve two issues with this agency: a travel insurance refund and my Dubai visa application, and both have been handled very poorly.

Firstly, I am still waiting for the forms that I was promised a week ago so that I can sign and proceed with the travel insurance refund. Despite following up, the forms have still not been sent to me.

Secondly, there has been very concerning conflicting information regarding my Dubai visa application. After I submitted my documents on a Friday, the Dubai attacks occurred that weekend I postponed my trip. On the following Monday morning, I called the office to check on the status of my application. They checked the system and informed me that my application had not yet been processed because some documents were still outstanding. I was also told that the agent had been instructed not to proceed with the application.

However, when I later visited the office a few days after that, I was told something completely different. I was informed that the visa application had already gone through. This was extremely confusing because it directly contradicts what they had told me earlier.

Now, two weeks later, I still have not received the visa that I was told had already been processed. From my understanding, Dubai visa applications do not normally take this long, which raises serious concerns about whether the application was actually submitted or not.

At this point, I would like clear and honest answers:

• Why have the travel insurance refund forms still not been sent as promised?

• What is the actual status of my Dubai visa application?

• Why was I given two completely different explanations by staff members?

This experience has been extremely frustrating and unprofessional, and I expect urgent clarification and resolution.