Ongoing Frustration: Refund Still Not Received from Santam

I have been a Santam client since 2015. On 4 October 2025, I submitted a claim for the only vehicle on my policy, which had been ******. The claims process handled by Andile Njoko was excellent until the policy needed to be cancelled, as there were no remaining items on cover.

On 22 October, Andile informed the Client Services Department to cancel the policy, and I received written confirmation that the cancellation had been processed.

To my disappointment, another premium was deducted on 2 November 2025. I phoned Santam on 5 November to report this and requested that the incorrect premium be refunded. I again received written confirmation that the refund would be processed.

It is now more than a month later, and I still have not received the refund.

On 2 December, I contacted the Complaints Department. The advisor took all my details, then claimed she could no longer hear me and ended the call. She did not call me back.

What steps must I take for Santam to refund the one month’s premium that was incorrectly deducted?