Refund not being processed - waiting for 2 months!

I cancelled my insurance in May - I continued getting billed for it. I queried this in July and asked for a refund. I have submitted the requested info more than once, sent countless emails to both MTN and the insurace provider and either get the response: "the request is in process" or "the refund will be settled in 10 days". It is now almost 2 months since my intial email. TWO MONTHS. During this time I held my debit order back because I was still being charged for the insurance - why should I overpay when I am owed a refund? Now my service has been barred because you guys owe me money. Yes, I understand it's automatic etc. etc. so I tried to settle my outstanding amount to reactivate my service but I have been barred from all transactions on the app. So how do I reactivate now? I can't call...I can't use the app...I can't do anything because YOU OWE ME MONEY!!!!! How does this work?? How does this make sense?? I'm fed up with having to send emails and receiving different answers. Can this PLEASE get sorted out.

Also, I have heard that this has been the case with other customers. Why?? Why must there be 1000 hurdles always when it comes to refunds but the most efficienct when it comes to collecting money/cutting service. It's plain disrespectful and pathetic.