Massive delays in dealing with refunds

I had been with Old Mutual for just under a year, when I got a letter informing me premiums would be increasing by about 20%. Naturally, I decided to cancel, and made sure my premiums were up to date, through an EFT payment (proof was sent to my broker).

On 26 July 2022, they debited my account for the final premium (which I had paid by EFT), and on 1 August 2022 they attempted another debit order, for the new premium amount. This was not successful, and I incurred bank charges as a result.

I emailed customer care on 3 August, to query it. The feedback was slow, and often I had to ask for feedback. I was asked to provide bank statements on 10 Aug, which I supp****.

Eventually, on 18 Aug I was told my refund (premium only, no bank charges!!) was processed, and would be in my account in 3-5 working days. Today (24 Aug) is day 5, and no sign of my refund.

I am deeply disappointed by this poor service.