Refund hasn't been received, conflicting comments and no explanation for issues experienced

I'm part of the drive less be blessed benefit for the month of October i drove way less then 300km but i was not refunded as per the benefit i enquired this will an consultant on the 2nd of Decemeber 2021 and i was told they will check on this with the relevant people and to be patient its now been almost 3 weeks and i haven't been refunded not have i been given any explanation as to why i wasn't, all I've asked to do is to STILL be patient which isn't fair at all considering that its been 3 weeks and its an issue from a Oct/Novmeber meaning in total this hasn't been resolved in 6 weeks on top of that I asked if I will be refunded for November and i was told yes and now when i enquire about November i'm told a no, so which one must i believe now ? this is very worrying because imagine if something basic like this is taking forever to be resolved i cant imagine what struggle I might foresee in the future should I ever have to claim on my insurance.