Refund SLA lies

I cancelled my motor and household insurance with A&G on the 18th of October for effective the 1st Nov, they had advised they had already sent magtapes to the bank for a debit order, i then agreed that they refund the premium , with them advising on a 3/5 working days SLA.. and the consultant said that because it is a same bank transaction it will actually not take that long, when contacting them on the 28th on the 6th day after the actual SLA I was met by stories that they had to verify the debit order was success and they will refund in 5 working days.. which will now be an SLA of 10 working days, when wanting to speak to the manager/team leader I was told that they are in a meeting, she than put me on hold to go fetch the manager only to return on the call with a “senior agent named Mutoli, she proceeded to tell that the managers have a meeting and he cannot come to the phone and I will have to wait for a call back, now after almost two years with this insurer and their below par service they continue to deliver that same even when a client is cancelling, I want my 1680.71 from this insurer.. they provide pathetic services to their customers, with over promises and under delivering.