Refund of my money

Can someone please explain to me why is Dotsure(pet insurance) so difficult to just give me a cancellation on my premium, i told them last month i want a to cancel it but they keep insisting they will give me a 50% off on my current payment premium🤦‍♀️i told them i do not want it. On the 2nd of November they took the money out my account 🤔😤today i called them and told them again cancel my premium and to give me a refund but they said they don't think they will give me a refund, i just want to cancel it and get my money back, is it so difficult to do so🤦‍♀️🤦‍♀️the amount was R237,41.

I do not want to downgrade of upgrade my premium i just want a refund....