Refund not processed after a month

I removed a vehicle from cover on the 20th of January and my debit order went off on the 25th of January for this vehicle. I was advised a refund would be processed within 7 days. Exactly a month later, this hasn’t happened. I called Santam today and spoke to Marabe who promised me that the manager Thando Siziba would call me by 14:30 to resolve this matter. There’s no reason that has been provided to me for why my refund request hasn’t been processed. I’m concerned about the poor service that I’m getting and the lack of accountability from the customer services department.