Poor Communication Regarding Refund

My experience with Miway has always been mostly positive. They are one of the better insurance companies in my opinion, but the one issue I have experienced is MiWay not calling back within timeframes promised by them. My insurance premium for end of October 2020 was not correct. I called Miway in early November to report this. Miway informed me that I was accidently charged a double premium for one of the phones on my policy. I indicated that I prefer the money be refunded into my account and was told that would not be an issue and would take +-5 working days. I was happy with that. We are now approaching the end of November and I am yet to receive my refund. I have called twice about this last week and each time I am told I have already been refunded. I than have to explain that the amount the are referring to is an amount that was refunded in early October and has nothing to do with the amount owed to me now for the double premium charged at the end of October. I am than told they have to find out if the request was actually put through and if it has been processed and that they will call back later in the day. I am still waiting for a callback. It is a little frustrating as I was told the first time I called about this, that it will be refunded. MiWay; please sort this out ASAP. You have always been a great insurance company; but this should have been something that should have been resolved quickly.