Refund not being processed

I took up a KeyCare policy for my unemployed mother with Discovery Health effective ***5. I did this because I have always had good faith in the service offered by the organisation and I used to work for the company and before my resignation I used to report to the very person that has now failed to approve the refund on my mother's policy which has been technically due for over 20 days. <br> I called the call center today as the person responsible for payinf the premiums on the policy and I spoke to a very nice gentleman from the KZN service team by the name of Adesh. The call reference number was ***. The agent confirmed to me that the refund was approved by Earle Brown on the 15th of July and was awaiting 2nd level approval from Jeremy Naidoo. This has not been done and I can't help but feel that this is now personal because I do not know him to be someone that doesn't approve refunds when he has to. If that is really the case then I am mostly disappointed because I have always looked up to him as a leader and if this is how you treat your ex staff simply because they decided to work for different company then I am extremely disappointed.