Unhappy service

Good day Am not happy with Metropolitan because 2weeks back I called regarding my refund and the lady advised that it will automatically go in my bank. Then called again the 18th and the gentleman said the money has already been paid out, still did not receive it. Today I call I get another explanation that my premium was not recieved. So what puzzled me is how many excuses am I going to get or explanations.

I cannot talk to 3 people and get different stories. Because on my payslips shows the premium is out.