Policy Cancellation and Refund

I bought a car on 10 December 2022 and paid R9910 for a warranty policy (WBF13376) with Innovation which I subsequently cancelled on 12 December 2022, 2 days after its inception, which was well within the cool off period. On 28 December 2022 I even received an email and letter from Innovation confirming that this policy was cancelled. Over the last 7 months, I have made numerous frustrating and to no avail calls to the Innovation call center, because the R9910 paid by my finance house for the policy was not refunded and returned to the finance house to reduce my principal debt and installment on my finance account. Then today after seeing that there is still no refund and credit amount amount reflecting on my finance statement, I again called their call center (spoke to Vusi Sabi) only to find out that they refunded R5k on 12 June 2023 (to nobody can tell me where) and not the R9910 that the finance house paid even though the policy was cancelled 2 days after its inception and within the cool off period. It has been 7 months since this policy was cancelled and after numerous frustrating and to no avail calls to the call center, where they promise to escalate and call you back within 30 minutes and today I was promised that the team leader (Nkateko Mabaso) will call me back in a few minutes, but to date I still have not received a single call or complete resolution to this cancellation issue and the refund. How does R9910 just disappear for a service that was not used and cancelled well within the cool off period. Needless to say, my installment with the finance house is still higher than what it should actually be and I have been paying interest on this R9k amount since December 2022, because this money has not been returned to them as it should have been in the first place. It is shocking that companies like this want to take peoples hard earned money and operate in the manner that they do without integrity, conscience or scruples.