Sanlam refuses to deposit refund due to me

I have been waiting for Sanlam to refund money that I overpaid on a loan which I have now settled and paid off. I have been told numerous times the refund has been lodged yet they haven't deposited the money into my account weeks after I first communicated the matter of my refund. I've called the customer care number and when you get transferred you hear some background noise but the agent just stays silent till you hang up!!! I'll definitely be moving any policies I have to another company because this is totally unacceptable.