No response/refund to query and complaint

This review is on behalf of my mother, who is unable to get resolution from Standard Bank Insurance concerning monthly deductions from my late father for seven years before he passed away, for an insurance policy that should have been cancelled. The matter was first raised at the end of Jun-21, with a promised to have it resolved "in 14 working days". So far (as at 8-Oct-21) there is no progress/feedback and no refund after several follow-up's with them and after lodging a formal compliant with Standard Bank.