Hollard not refunding money for a closed policy

Hello my name is Solomzi, I had a policy with Hollard and used to make manual payments however I donr have it anymore and accidentally transferred money I have been calling for over a month and emailing a department that was mention a proof of payment and up until today they had been no update nor a refund. I asked to speak to a team leader and they said shes in a meeting I was even given a reference number ***.Its funny how the call agents dont understand how easily trust can be broken.