Cannot get refund for cancelled policy

On the 11th of December I purchased cover for the daughter of my housekeeper as we were applying for a visa for her to come to South Africa(a just in case purchase), upon visiting the applications office in Bulawayo they indicated we did not require the medical cover for the visa type we were applying for, that being a Relative Visa. I then on the 18th of December requested a refund of the amount paid as the policy only came into force on the 1st of Feb 2019 and was well before the time. Now almost a month later after numerous calls and emails I have not been refunded! Momentum surely this is not how you run your business? We have my housekeeper's second daughter on a policy with you and will certainly be moving that policy at the end of its period.