Empty promises from innovation group consultants and not sticking to turn around times ???

I am very very unhappy about the delay I’m getting from innovation group about my refund for a mechanical warranty policy which I cancelled on the 08th of January 2019. I was told to wait for 21 working days to be refunded and that turn around time passed, until I called in to ask about the status of my cancellation only to find that nothing was done at all. I kept on calling them until the policy was cancelled but now my refund is still not paid and when I call in the guy called Lucky always promise to get back to me of which he never does since the beginning of this week. Turn around times passed and no one is giving me feedback and I’m not paid yet, but I was promised to be emailed a POP. What is happening in your offices ? Why are you so unprofessional.