Non Refund on payment

On the 15/01/2022 Hester Sophia Oosthuizen Passed away. we asked Doves to do the cremation. She had a metropolitan policy that doves would claim toward the cremation. on the 20/01/2022 cindy from the hillcrest branch informed us that if the funeral was to take place we must pay the full amount before 12.00. We payed the full amount before 12.00. As they promised to reimburse us when the money is payed within 10 days, and on 24/01/2022 Metropolitan payed out to Doves. As of today we never received the refund after all lot of phone calls to cindy from hillcrest and Samantha from Durban