Refund taking more than a month to be processed

Dear Capitec Bank

I'm writing this as i am disappointed in your service. I joined funeral and life cover and requested that my premiums start effective 01 February 2025, the consultant made a mistake, and the premiums commenced January 2025. I called the bank and explained my situation on the 13th January 2025 and was told my money would be returned into my account within 3-5 working day, incident no: ***. To date, no money has been refunded. I call weekly and I'm forever being promised that money will be refunded. How can a refund take more than a month, is that really possible? I've even decided to cancel the policies because i feel this bank is not reliance, they will disappoint you in times of need.