Refund on premium outstanding

A family member was the main policy holder with the ahead mentioned insurer. The cash out was received on time as when the member passed away on the 5 July 2019. My one problem at the moment is that it has now been three months since the funeral and there is a refund on premium thatt was supposed to be paid back to the bereaved family on/before 17 September 2019 as the policy had been paid to the year 2022, yet even today the refund has not been received. The above mentioned company does not even have contact details of the complaints department on the website so it seems almost impossible that I will get help. I have been to the branch to request assistance but the issue of the refund seems to be one that not even the branch can assist me with. This I must say is very draining.