Refund takes forever

I was adversely affected by the Covid-19 outbreak in SA. Consequently I could not meet all my commitments and sent emails to all my creditors to inform them that I would not be able to honor my debit orders. Discovery Insure was unfortunately one of them and my policy was subsequently cancelled. There is however the problem of bank charges that Discovery incurred and which should be refunded to me and rightfully so. The statement from the bank indicating these charges was sent to discovery via email and I received an email a day later with a reference number and stating it will be resolved within 3-5 working days. I have tried to contact the agent that assisted me but emails are sent and messages are forwarded to no avail. No person returns my calls and the finance department apparently does not take calls,no one there has also returned my calls. It seems that when Discovery needs to take money from you,it is done in an instant but when they need to process a refund,it takes forever to do so.Can this please be resolved,it is absolutely absurd that it takes more than a week to process such a simple task.