Refund for cancellation of Insurance Policy.

I cancelled my Insurance wef 1 February 2020 on the 22 January 2020. The service consultant advised that it has been cancelled and their records were amended accordingly. I received an sms to this effect on the same day. MTN Insurance continued billing me for Insurance. I noticed that they haven't cancelled my policy as requested and agreed and I called them again on the 19 June and they advised that the consultant that assisted me in January didn't amend the records accordingly. They advised that they will cancel and refund me. They asked me to send them proof of payments (MTN invoices) which I did. They came back and asked for my banking details which I sent to them and they advised that I will be refunded within 7 working days. I have followed up with them twice now and I was told that this has been escalated. I haven't received my refund to date. If I don't follow up with them they keep quiet. Please can I get my refund as promised as a matter of urgency. Boitumelo