Quick to take premiums, impossible to get a refund

Phoned on the 10th of January and requested cancellation as property was sold. I assumed that Standard Bank would cancel it, seeing that the bond was cancelled and they put BetterLife on my path. So when it dawned that it wasnt done, I phoned and they told me to send the proof of registration into the new owners name and they will cancel with effect from said date and refund all premiums paid, seeing that they were not on risk. Made sense to me and sent the mail. Followed up on the 22nd of January and nothing had been done. The email was there, with policy number and cancellation request, but they decided that cancellation was not important. Was then promised again that it would be done and refund would be processed by a really stroppy call centre agent. Now phoned again today, policy cancelled finally, but no refund... promised twice, never delivered. I was also going to get a call back from Mbali today. Didnt happen. Not surprised.