OM won’t my refund

I made a payment via my ABSA banking app, they are listed as a beneficiary. Payment was for my vehicle insurance. My insurance later told me they didn’t receive the funds, the funds might have been paid to a different entity/division within Old Mutual.

The issue is with regards to my refund, I’m being sent from pillar to post, I even tried their head office line but they don’t pick up. I’ve sent emails with POP’s but till today I haven’t been assisted.