Refund

I have been an active member of this medical card even had a debit order wich I later canceled because the card would have money when I try to make a purchase of meds at clicks the card would decline. In may I called them to notify them about the issue and the said its the card but when I went through their website most people are complaining about the same thing. On the 24th of July I requested for the debit order to stop and it did same date I requested for a refund still today I have not received it. I have been calling and texting their whatsapp and they would say I'm in a waiting period imagine since July. I'm not happy with this card. I want my refund