Bad service - Metropolitan Life

Changes were made to my policy about a year ago, at this moment I have a refund due, but are being send from pillar to post, I phoned the call centre on ***on Friday the 07 February 2025 who advised me the payment will be made, Saturday I phoned again I was advised the payment was made, but they used the wrong amount I should wait until Monday, today is Monday I have been phoning from 08h00 in the moring, I was told the authorisation manager will make the payment soon. It is now 14h30 still no message to say a payment has been made, I wonder if I am going to wait 3 days in a case of death when I should claim???? Please advise when will I get my refund????