Outstanding debt from Envestpro - Enriching Life - Liberty and poor service

My husband and I cancelled our income protector policy that was sold to us by Envestpro - Enriching Life but our withdrawal was never processed by Enriching Life Brokers which led to R20,000 paid by us after cancelling. We contacted them to resolve and after a year they are still not able to refund this amount lost - it was an internal mistake yet they let the client/customer carry the burden of their mistake. Furthermore we are also withdrawing out annuities and it has been 14 weeks since the submission of our withdrawal forms and we still have not received our payment. There seems to be no actions by the Directors of Enriching Life and Envestpro to action these Liberty payouts. The brokers is Gareth Smith and Craig Yeates and I'm sad to say the service has been appalling on both these cases.