30 days still not refund.

Cancelled my insurance policy MT***2 on the 23rd of august because the claim was paid and the car no longer existed. I’m due to get a refund for the premiums I paid between the date I logged the claim and cancelled the policy. It’s day 30 now, still nothing. I was assured by the retentions agent that they are going to process my refund right after we concluded the call. I called on 21 sep and to my horror no request for refund shows on their system. So meaning the agent just forgot about me after processing the cancellation. Even sending the guy emails is no use, never get a reply or acknowledgement. The other agent I spoke to on the 21st says the refunds on take few days.