No answers to tefund

I'm on Renal failure and currently unemployed. I seek help from my family to pay medical aid .2 weeks ago muy wife paid a Orem and my brother also paid . I requested a refund on the 15th of Feb and was promised that the 1 premium will be paid back within a few days . Up till today I have not received my premium back. I was on the phone today with a consultant she made me wait over 1 hour and 22 minutes and then she cuts the call. This is so disrespectful cause she couldn't give me an answer with regards to my refund.