Refusing to refund my Premiums on Declined claim

AVBOB I went to the branch to claim my Premiums I paid towards my father since the claim was declined that was on the 28th Of October where they requested for my ID document and Bank statement and I was Told the money would be refunded after 7-10 days On the 10th of November I called in to change my debit date and also enquired about how long the payment take I was told that I Will Not Be getting My premiums, I called the branch again to find out why I was led into believing that I was told that with Avbob some clients get their Premiums some Do Not They also do not know the reason Please can I have my Premiums AVBOB