Bad communication

I cancelled a policy for my 2 cars on 2 June 2023 and was promised that my premium refund will be done in 5-11 days. I have now contacted Santam 3-4 times the find out when I can expect my money. Nobody is able to tell me when I will received the payment. All agents that I have spoken to keep on telling me the same story that they will investigate and get back to me. This is NOT DONE by them. Very bad service if you cannot give a client an approximate date for the payment.