Poor processes and communication

I cancelled my funeral policy in August, the premium was deducted from my salary via the employer. I understood when they said it will take about 2 months for the stop order to cancel and I'll be refunded for the 2 months. I have received September and October's refunds but I've been struggling with November but it was deducted from my salary. I'm being told that the payment is not authorised by QA. Can I get a clear response as to what's going on, it has been weeks now waiting for my November refund. I guess it will be the same struggle for December's because it also deducted.