Failure to make payment

On 30 June 2015 I received a request for banking details so that M&F could refund an excess payment that was recovered from another insurer. A week after banking details were provided I followed up with one Mark Maritz when payment can be expected. The day after due date I followed up again and every week since. According to feedback provided per phone all payment details have been received and payment just have to be authorised. I have since followed up every week per phone and have received no explanation for non-payment. A request for the name and contact details of the authoriser and/or manager with whom I could make further enquiries was denied. An opportunity to escalate my query is thus denied and no feedback is forthcoming, nor has payment been received to date.