I'm not very happy with you guys

Well, i wouldn't be writing this review if people were honest with their business dealings. I took up a policy some time ago, for some reason/s it had to be reviewed and another policy was offered to me, which I had no problem taking it. I was told all contributions to the previous policy would be paid back to me within 7 working days. Today I made a follow up since the 7 days has lapsed, to my surprise, the agent I got through to, told me "I have been misinformed, it actually takes 21 working days". I explained to the agent that, on record I was informed within 7 working days, no one said anything about 21 working days. She put me through to the agent that assisted me(Lulama) who told me, the request for a refund doesn't look like it has been attended to. She further went on to state "the refund process is 7 working days, not 21 days" the person I have spoken to, is not well informed. I don't have a problem with Lulama, I don't think she would deliberately mislead me, however, I have a problem that I'm receiving two inconsistent information from people that work for the same organization that specializes with a very sensitive product. I would like my refund processed today, failing which, I wish to have the current standing policy cancelled. Its a question of principle, your internal challenges, if there's any should not impact your customers negatively.