I have had enough

I made a claim on 30 April 2023 to be refunded my premiums at Assupol as I was canceling my policy, all they do whenever I send them an email is to give me a new ref number and when I call them they tell me the money will be deposited in my account in the next 48 hours. This is very wrong because I have been waiting for a very long time and it's now the 12th of April and no sign of money on my bank account.