Bharti Axa — renewal

Every day i am calling to customer care. Every day they told that you have to wait for 1day to get the policy it is under process. As per the instructions policy should be issued with in 3 to 5working days. As per customer care person name mr. Arjun from mumbai he instruct and guide me to make payment through quick pay. And the payment is successfully made on[protected]. Today (23/2/18) mrs. Suhasini customer care representative is forward my call to financial team. He taken all details and told that he call back me with in 10 minutes. After 2hrs mr. Arjun is called he is in the off of bharti axa insurance. Once again he taken all details and checked. And the finally told that your policy is not generating. Your amount is refund in 21 day's. I agree with the refund and i asked him to give me any reference number or any email reference for the refund status. He agreed he told that he send an email to me. But after 4hrs i checked my email but i am not received any email. Once again i called to customer care mrs. Sahera told that your policy is under process and pending status and not mentioned for refund. She roughly told that if you you want refund write to customer service department by email she told.
My problem is that on 28/2/18 my policy is going to expired. I have to renewal my policy. Mr. Arjun told that your policy is not generating your amount will be refund but he is not maintain for refund. Mrs. Sahera told that your policy under process. And every day customer care representative told that your policy under process.
I don't no what kind of service giving to the customer's. Why it is in pending. What kind of information giving to customer's. I am from 2015 customer. For the same vehicle and all details are same. Why it is in pending status. If you are giving this type of service to renewal a policy. You think what service is giving for claims. I don't know what to do. My policy is expired on 28/2/18. You people giving very worst service to customer. This is my policy details for your reference. As soon as possible please solve my problem. Other wise i post a complaint against you and in social media.
Company name: bharti axa general insurance

Name : ibrahim khaleelulla khan
Application/reference no (If any) : fa0102
Mobile number : [protected]
Email id: [protected]@gmail.com
Payment amount (Rs ps) : 1087.00
Payment date :[protected]:44:27
Transaction identification number : lic[protected]