credit insurance claim payout delayed by a whole month

I am really disappointed in how Capitec has handled my case I was supposed to have received my refund from the credit insurance side on the 3rd of October 2023 but nothing happened I received one call after loading a hello Peter call from Devan saying he will get back to me soonest and an email there after saying that I will have a response on the 24th (nothing) checked on the 27 I was told Devan will get back to me My debit order went through and they have went through traditionally it makes no sense that I still get charged full interest on amount owing yet literally half of it is owed by you guys to me if the problem is refunding the money to me pay the loan so I don't have to pay extreme interest fees I don't know who to direct my concern to no more we will call you back is the only solution I have been offered by the consultants

I am not trying to be difficult in any way all I'm asking for is a response one that makes sense as to why has it taken so long for me to get paid