No refund from Absa Innovation Group

I have received an email from the Innovation Group on 27 March 2019 stating that I am due a refund do to my Mechanical Breakdown Warranty has expired and that I have been paying since 2016. It is now 19 May 2019 and I have not yet received ay refund. I can't get hold of anyone at ABSA that knows what to do. Everytime I call, I get transferred to another department as no one knows what to say or do. Please, can I have assistance asap, as it is almost 2 months already.