Failure to meet performance obligation

After three weeks calling and emailing Compare, Universal health care, I still have not received my refund. Now the lady that is handling my query is not answering the phone and my email. Below is the email they sent but still no refund has been done.

Good day Ms. Masilela, With reference to your email below. Kindly be advised that Management approved your request for cancellation with effect from 28 February 2021. Your membership has thus been cancelled, effective from 28 February 2021. Please be advised that we were not able to stop the deduction for 01 March 2021. You may go to your bank and reverse the debit order for March 2021. Alternatively, we can process your refund later this week. Kindly confirm whether you will reverse the debit order or if we should refund you. I trust you find the above in order. Should you have further enquiries, please contact me directly on *** or email *** Best regards, Megan Visagie Creditors Control Clerk Universal Healthcare Services (Pty) Ltd