Old mutual not refunding me my money

I have been to old mutual twin city twice in Bloemfontein as it is closest to me, to cancel my Retirement Annuity of R800 and I did that before the policy even started withdrawing in May 2020 by sending email to Customer Services, I just kept getting reference number with no assistance, but it still draws money on my payslip, then I went to old mutual twin city and the lady that helped me at that time on the 08 June I didn't get her name, and did all what was required and I must wait 7-10 days, nothing, I went back to branch on the 01 of July to be assisted by Makhosi Mnyandu and told me that lady she just made the policy paid up and did not process refund, and she submited bank statement for the second time because the lady did submit my bank statement that day also, then Consultant Mnyandu told me I will wait 15days to receive my money, its the 23rd of July today and still have not received my money, what kind of pathetic service is this from old mutual