Discovery Vitality - where is my refund

I have been struggling for 38 days to get a refund on a team vitality. I have been in contact with your agents over whatsapp mulitple times, and received sms's confirming the refund has been made. I sent through proof of the debit order on the 7th of November - I am being asking again to send proof.

The agent refuses to get a supervisor to call me as the query is not resolved yet????? at this rate its never gonna get resolved