Problem receiving my premium refund required since March 2022 to date

I would like to know what the point is of having a FA in Old mutual, when they cannot even resolve the issues you encounter and as a paying client, you need to contact a call centre with all sorts of different numbers and email addresses, it is unacceptable. I am very concerned that my family will struggle with the poor service provided, should I pass away one day. My mother passed on 29.01.2022, I seemingly had 2 policies, which only 1 had paid out and not the other - as I was not under the impression that I in fact had 2 funeral policies. My FA advised me to claim for the policy as I noticed that my additional debit order amount is still coming off - That was in July, she assisted me further to request the refund of my premiums for the 2nd funeral policy ***, all paperwork provided 17.08.2022 via email & whatsapp, it should have taken 15 business days to get my refund of premiums deducted since March 2022 and I have not received a phone call or any communication of the reason for the delay of this refund ref CES***, on Friday 16.09.2022 I called in to find out what the progress status is and even the person on the phone said that it just shows that it has been escalated but no notes. She then also escalated it and I received an sms stating they are investigating the request. This is unacceptable and I really do not wish to keep my business with Old mutual if this is how I have to struggle. I want an explanation of why there is a delay & I want my refund. Please do not blame load shedding and systems being down, you are a giant FSP and should be able to at the least pick up the phone and keep in contact with your clients on delays