Refund not being paid

I've cancelled my insurance with Discovery, they wrongfully continued with my debit order on 02/03/2020. I've contacted the complaint department of them and they rep**** on 03/03/2020 that my refund will be made in 5-7 working days. It is now 25/03/2020 and I still haven't received my refund! Both me and my previous broker e-mailed the complaint department again to find out what's happening, but NO response! Pathetic!!!!