How do I feed my family?!?!

I have been requesting for a refund on a premium that was deducted from my account since the 3rd of February. I finally sent an email requesting the refund and I received correspondence saying that the refund will be paid into my account on the 9th and would reflect in 2-3 days. I call today to follow up on the refund and I'm told that my request was never received and so payment was not made. I s**** and scratch through my finances to make sure that my premiums are paid and I wouldn't request for a refund if I didn't need the money to feed my family, sad thing is the consultants I speak to are completely clueless. So disappointed.