Refund for canceled policy not done

I cancelled a policy that was not written according to how I requested. The policy was canceled in february 2020. Seeing the refund was not done, in June 2020 I went to assupol offices in Mokopane and resubmitted the required documentation. I was told that the refund will be paid within 7 working days. It is now February 2021 I am still waiting for the 7days. I went to Mokopane offices about 5 times to enquire and I was told that the cancellation shows on the system and they don't know why the refund is not done.