Policy cancelled but not refunded.

I had 3 life policies for different family members with them, in July 2024 I requested cancelation on one of the policies of which they send me a cancelation form to fill and send it back with the copy of my ID of which I did so on the 8th of July 2024. The policy was not cancelled and was aware now this month when I receive a debicheck mandate since they have increased the premiums. Went to Wonderpark branch to query and emailed the rude consultants proof of conversation, they requested that I sent the bank statement of which I did. On Monday I only received proof of cancelation but nowhere do they state or mention about the monies they took from the requested cancellation to date. I will be forwarding all the proof I have to the Ombudsman if I do not receive my refund by the end of today.