Empty promises of Home owners insurance refund

I have started following up on this refund from 23 August 2024 and everyday im been told the money will be in my account by the end of the day. i use my airtime everyday and i hold for long before someone answers the phone to do this follow up and gets empty promises. nobody bothers to come back to me to explain whats going on. all im been told is that refund request was sent to finance and it will be paid by COB but nothing is received.