Refund repudiated

I had a funeral cover with capitec Bank and I was supposed to receive a refund on a burial repudiated that I did not know I can claim for I than received a call from a lady at capitec who advised me to send the receipt of the payment I made and I will get a refund now this was December I sent through everything as I had to borrow from family members now till today I still have not received my refund capitec is now giving me stories after stories