Failure to pay cash back

In the 20th of December 2021 I received an sms saying I will be getting cash back in 3 working days from my old mutual premiums for not claiming. However it never happened I went to a branch and was told to submit a bank statement as the money was returned because my old mutual acc is no longer in use. I howe9 received an email claimi9 money was paid in some acc I do not even know on the 17th of December 2021.i again went back to branch to check what happened since in my statement there is no money, I was told it has not been authorized. My concern is I feel some sort of dishonesty and have not been contacted by anyone since I went to the branch a week ago...