Delay in refund

Hi my employer received an email March 2024 to cancel the stop order for the life cover I have with Old Mutual. On the 10th of June I realized once checking my payslip that the stop order has been canceled without my authorization. I then went to Old Mutual Klerksdorp Central on the 10th of June 2024. I was told that the insurance of one of the family members lapsed in 2022 and the 2nd family member in 2023. They have been receiving my monthly premiums from my employer and I submitted my payslips as proof at Old Mutual Klerksdorp Central.An email was sent to Old Mutual head office by a consultant requesting that if I decide to continue with the life cover how much would the arrears be and if I want a refund how much will I get.The refund that I was proposed does not add up. I then called the consultant that sent an email to my employer to cancel the stop order, she advised me to rather go to the Matlosana Mall Old Mutual branch. On the 17th of June 2024 I went to the Matlosana Mall branch to enquire, I again submitted my payslips as proof. The consultant advised that I should start a new life cover and request for a refund that was all done on the 17th of June 2024.I was told that I would receive the refund after 10 working days. On the 4th of July I was told that my case was escalated and the response will be within 48 hours, which did not happen. I did a follow-up on the 8th of July and was told that I should resubmit everything from scratch and it should be done at another branch as the Matlosana Mall one will be closed for 3 weeks. I then went to the Klerksdorp Central branch again on the 9th of July 2024 and resubmitted my documents and was told the refund will take 7 working days, on this day 22nd July 2024 I still have not received the refund. This is very poor customer service and I am very disappointed in Old Mutual.