Refund held at ransom for 40 days

P04PL***8 I had gotten 2 payments of R336.30 each taken off my card my the money app. The policy in the subject line has been cancelled . Therefore I am due to be refunded by the extra payments that were taken by your system on the 27th of July. Every time I call cancellations I am given stories to stop me from calling .Spoke to Cameron said refund takes 7 working days. Yesterday some to Mandy she said the refund will be processed in three working days from the 30th July and to ring today , today the 6th rang in was advised the refund will take 40 days so you are holding me ransom for my money because I cancelled the policy ?

There is no way a refund can take 5 weeks to be processed . Under which consumer and financial act is that process under?