Outsurance does not refund premiums if cover is cancelled

On 4 January 2021 I cancelled vehicle cover. On 1 January a premium was rightfully taken from my account. I have phoned Outsurance 3 times since cancellation to question the refund. Each time they confirmed that refund according to their system was made on 5 January 2021. They are unable to provide any proof of payment though. The alleged refund was never received in my bank account till date. As a long loyal claim free client, i am disgusted with this treatment.