Refund outstanding on overcharged policies since 2019

Received a notification in 2019 that there is a refund due to my mother, after completed the documents, they submitted the TAX Directive in the wrong financial year, have been going back and forth on this. the banking detail was submitted to Old Mutual in 2021 as requested, in 2022 they will able to do the tax directive in the correct year, they then requested updated banking details, emailed that through 17.02.2022 and was then advise that they need to request a new TAX directive today is the 10.03.2022 and we are still waiting for feedback on a payment date. they now just don't respond to emails and when phoning you speak to a new consultant and need to explain the whole story again from 2019 to date. this is really got to the point where it is just totally Unacceptable!!!!!