FNB Life department -Refunds not paying out

On 05/02/2021 I opted in for a new life cover policy through FNB and specifically advised the consultant that my previous policy should be cancelled as I cannot afford both policies. The consultant advised me that my old policy will be cancelled with immediate effect and that the new policy will be effective from 05/02/2021.

On 01/03/2021 both the old and new policy was deducted from my bank account in error, I phoned FNB and advised them of this and was advised that the old policy which was deducted in error will be refunded to me.

Another month passed without receiving my refund and on 01/04/2021 once again both policies were deducted. I spoke to another consultant whom advised me that the old policy was never cancelled and that she sent through the request to cancel it and that the two month's premium which was deducted in error will be refunded to me shortly.

I phoned FNB two weeks ago as I still did not receive my refund, this consultant advised me that he is unable to tell me when the refund will be paid out and that I should continue waiting for the refund.

At this stage it has been 3 months since this ordeal started, I have still not received my feedback and no one is getting back to me on this. At this stage I feel like cancelling the new policy as the service which I've been receiving is extremely poor which makes me wonder that should I have to claim from the policy in future what a hassle it would be. I'm very unhappy with this as I've been an FNB customer for more than 10 years and have always been fairly satisfied with the service, but this is just starting to become ridiculous now.