Non payment on cancelled portfolio's

i have a green light policy with old mutual, on 3 September 2025 i cancelled the disability and severe illness covers under my portfolio. on the agreed date money was deducted for the two covers. on 14 October 2025 i went back to old mutual to check on my refund as i was told that its automatic, i was made to complete a refund form and told it takes up to 50 days to payout. i wanted patiently until 1 December 2025 when I decided to call old mutual and check i was thus told that my refund was rejected because there was no account number provided as money was deducted directly from persal, i was surprised and explained to the lady who then said she will assist me and i should expect payment by 8 December to this date (22 December 2025) i haven't been paid. i keep calling i'm being taken from pillar to post but no assistance.