Refund still not paid

Before the end of January 2020 I cancelled my insurance cover with Miway. I accepted that the premium would still be debited from my account and was assured it would be refunded. After a week I still did not receive the promised refund. I phoned in again and was advised no refund instruction was submitted by the previous customer service agent. I was again assured that the refund would be paid another week later and still no refund. Please pay my refund asap. You never had to wait 2 weeks to receive your money...