Refund and *****ulent policies

These people I've been sending them emails since Monday about a policy that was opened without my consent,I've sent them dozens of email but no response they person who was handling my case is Mmaputhi ,and she said the policies have been cancelled and I will get my refund and since then there has been no response from them , I want to know when I will get my refunds it's been 3 weeks now