Sanlam not paying out refund claim

I cancelled 2 of my policies with Sanlam. They deducted on persal the next month. Ok. I called and was told to claim a refund. I did. I just called them now and they told me the money was paid into my Capitec account. I told them there is no money. When I asked for the man to check what the problem could be he kept me on hold forever!!!!!! I eventually hung up. I then tried twice to get ahold of them with no luck. This is the second account I have had issues with sanlam and payouts. I vowed never to take a a policy with them again. I gave them the benefit of the doubt only for them to disappoint once again😡😡I want my money!!!!!