Shocking client service

Morning I as a broker am laying this complaint on behalf of one of my clients. Policy NUMBER ***4 ,the client disinvested the policy end of June 2026. The debit order still deducted understandable due to lead times. Emails were sent with p[roof of the debit order already the 27th of June, they promised with a reply email , the refund will be done. Following up with the service centre they stated refund will be done end of July. The refund never occurred, subsequently if followed up 3 times. Last week I was told the refund sent to the incorrect department, it will be escalated top the correct department, I phoned again this morning, still not escalated or the matter even worked on. The irony here the client disinvested another product the same time ***4 which the refund was done end of July. My question here I as the advisor in the middle here, now the client on my neck. I get different answer every time I phone, nothing been done.