Bad service

I had a bad experience with Nedbank insurance. I have a funeral policy and in December 2020 I accidentally paid the premium into the wrong policy. I then called and requested for refund. They agreed to refund and requested that I send a bank statement which I did. The bank statement was sent on the 31 December 2020 and today is the 14 January 2021 still have not received the refund. I have been calling and consultants keep saying it will take a couple of days but according to their turn around time for refund is 5 days.