Awaiting refund on policy cancelation

Good day I would like for old mutual to refund me for the 2 policies I had with them. I canceled due to affordability issues. Their consultant in Diepkloof Square branch it doesn't reflect on their system that the 1st premium was debited& she said I donated to old mutual.

Yesterday I received 2 cancelation letters and I rep**** with proof of payslip that indeed old mutual debited via persal on my payslip, since then I haven't got reply from their side.