SANLAM SKY - PROBLEMS WITH REFUND CLAIMS

i am unhappy with Sanlam (SKY). i had cancelled my policies with them in march 2020 and sent the refund forms to them to be refunded. the following month they did deduct again and refunded me accordingly. last month, once again, they deducted premiums and now when i write to them to request a refund, i am told i should wait and also provide proof that i took policies and that premiums deducted...i do not know what to do anymore