Renewals Advisor said:I have read your comments regarding you having no knowledge of this policy, however looking into this I can find no evidence to support your claim
Not saying it has any legal significance but surely if there is "no evidence to support your claim" [of having no knowledge of the policy] then as a double-negative they are effectively claiming that there is evidence that you DID have knowledge of it?
I'd request that your concerns are escalated to manager (meanwhile persuing other avenues of course).