Bad customer engagement with old mutual

I don't understand what it would take for old mutual to refund my premiums. I have sent several emails and the last one being they've received the transaction form and are waiting to pay my refund. My policy lapsed and u continued deducting from my payslip which you are still deducting even when I requested the refund and surrendered the policy ...I'm tired of writing emails to no avail. Its so sad that I still have another policy with you I should have surrendered all my policies.