After up-grading my policy they decided to take the money twice

I have been trying to get Metropolitan refund my premiums because old policy was cancelled and have a new policy in place but only to find out both policies are deducting my money where as the old one was cancelled. I was ask to write a letter, bring my I.D and a bank statement so that they can process a refund which is due to me but nothing is happening I have trying to get my money from these people but luck and I have decided to include the manager and I was promised that there will be actioned and they call me back nothing till today.

I want my money from Metropolitan funeral cover what should I do now?

Siyabonga Gasa