Still waiting for my refund

I had to take a rental through my insurance at europcar, I was advised that refund will be processed with 24hrs of me returning the vehicle, I returned the vehicle on the 5th November, to date I have still not received my refund, I have spoke with many different people and everyday they keep telling me the same story that is has been paid, but senior management confirmed that is has not been done and that they will do it soon. The service level is extremely shocking and I have spent a lot of time on the phone fighting with these people to get my money back. Will never use Europcar again.