My claim got cancelled and I was informed my Hlengiwe that there would be a refund paid out to me

My claim got cancelled and I was informed my Hlengiwe that there would be a refund paid out to me. I have not received any communication from the refund department till today and it seem communication via email is impossible as Hlengiwe has not responded back to me after I had told her countless of times that I was not available via my cellphone