Have Not paid my refund

I had a funeral policy with Metropolitan policy number ***, the person whom i joined the policy for is my grandmother passed away in August I sent documents to Metropolitan to cancel the policy on the 31 August 2015. The policy was deducting from August till i called them in Oct after the 25 seeing its still deducting. Contacted their office, and they said I must supply documents for refund. I sent the documents on the 6 November 2015. They have not paid my refund, when I call their offices, they give me instructions to wait for hours, I even called them today that it will be paid and I must wait for an sms as part of verification that it is paid, I have not receive any sms's