FNB keep saying my compliant is being investigated but i doubt if its really being attended to

i reversed debit orders last month and last week i received a message from FNB saying that my debit order reversal was unsucceful due to a signed agreement provided by Old Mutual, i was asked for provide a proof that i had cancelled my policy with with Old mutual which i did send to FNB, no one acknowledged or contacted me whatsoever, and on Tuesday premium for one month was refunded back into my account, i have been trying to find out why other months were not refunded but i keep getting the same message on my FNB app that Old mutual has provided a signed agreement, but my question is why was premium for November refunded back into my account? Some please do your job and provide me with answers