Overdue refund

In January I closed a policy for personal reasons, the policy was debiting from my employer and so I was advised that it may take up to three months for the debit to stop. However, I was promised that after 3 months, I would get refunded. In March I went to check at Mall Of Thembisa branch and a query was opened as per CEB240..., a month later when I went to the branch, I found that the query was closed but I hadn't received the refund. The teller advised me he was opening a new query as per CEB240.... That also did not produce any results. I went to the branch a couple of times but no one would give a definitive answer as to what was happening, even calling the head office didn't help. Ended up going to their FB page and a complaint was openned where I dealt with Kautha Brenner, he is still assisting me, but even his request for authorisation was canceled by Sbongile Mokhoka (without any explanation why). As I'm writing this, I still don't have any explanation and I feel like no one is taking me serious except Kautha who promised to look into it even though this has gone for a while now just for a refund 😞... I don't even get these cancelations without any calls to me to explain why they canceled the refund, I'm the client and deserve the write to knowledge about my account. Shame on you Old Mutual