Bad service

I've been retrenched from work, after sending all relevant information and my claim was approved, the insurer paid my personal loan installment and my account was also debited. I called in on Monday 06 May 2019 and spoke to Gugu she advised me that I am due for a refund and the refund will take 1 to 3 days. I called in again on Thursday 9 May 2019 after speaking to 5 different consultants I get told I can't get a refund. Why couldn't the first person tell me this already. Waste of time and money. I'm sick of Terrible service.