Not getting my refund as promised 22 days ago

I took a funeral cover and canceled it in 2 weeks time as their policy is within 31days you can canceled. On the 1st debit order went off i then called call center on 4th Aigust spoke to Funeka who advised me that I will get my refund ref *** I never received it after 10 days I called again 23 rd August spoke to Zair he was mumbling on the call and request manager spoke to Keanean who advised he will escalate and call me no next day 24th that never happened also ref no *** . Yesterday I called again spoke to Zowie who advised me that her manager will call me back at the end if her and received no call till now ref***0. Question is what am I suppose to do in order to get my money the Capitec call center service is appalling..