Unprocessed Refund

I had decided to switch from my Insurer to pineapple, which currently is a decision I regret greatly. After conversations with my insurer, it was bought to my attention the additional excess that pineapple has in place which then made me change my mind as those weren't in place with my current insurer. I then reached out to Pineapple and chatted to Boitumelo to get clarity on the excesses which she confirmed which then led me to request a cancellation of the policy I had taken. I then followed up on this in December to ensure I won't be debited, I was then advised that the cancellation wouldnt be processed as it was after the cooling off period, I then mentioned that I had requested a cancellation in time and was advised they would listen to the recording and revert, which led to a whatsapp I received stating my cancellation had been processed and my refund would follow in 14 working days.

I accepted that which was on the 21st of December. Said refund was meant to have been processed by the 15th of January and instead I keep getting sent from pillar to post, I have to keep following up no one has bothered to communicate if I don't enquire. I am told there is a delay but no one can explain the reason for the delay, we are now 16 days into their supposed 14-day refund policy and the service has been revolting, I am glad I opted out of this mess because I cant imagine the headache at claim stage.

Can I please ****** get my refund!!!!!!!!!!!