ME Faku refund

I have been calling multiple times to request a refund for my grandmother's insurance. She passed on, on 9 January 2021 and when I contacted them to make a claim, they told me I need to make a manual payment at Shoprote on 11 January 2021, of which I did. On 20 January 2021, a debit order went throigh again for the same insurance. I was told that I will receive it in February 2021 but still nothing. I called again to log a complaint for assistance and they promised to get back to me, but nothing has been done. How long muat I wait for my R200 to be refunded back to me, yet they claim quick and effici3nt service to their clients.