Premium relief not honoured

I called the centre on the 26th of November 2020 for a premium relief (My policy allows for 1 month relief every 12 months. This is stated on my policy schedule). This was reviewed and approved by liberty (Reference ***) via communication dated 27/11/2020 that they loaded the relief for January 2021. The debit still went off, I called the contact centre and was told this will be rectified and I will be refunded my premium. I followed up 3 days later and was told it will be in my bank account. Till today I am waiting for my money and its been over 2 weeks. PLEASE PAY ME MY MONEY AS PROMISED. BEFORE I REPORT YOU TO THE OMBUDSMAN