Still awaiting refund

In November I had requested my broker to make a change to my debit order date, they were unable to. Santam had changed my broker (without my knowledge) and I needed to go through the all the admin to rectify again. The same month I was double debited for my car insurance then a few days later another payment had gone off. I immediately requested my broker get the refund sorted. It’s 29 December more than a month has lapsed still no refund and they debited for Dec. This was escalated to management from my broker side and I am told payment writhing 3-5 days everytime. This has not happened. I am extremely frustrated and on the verge of cancelling my insurance.