Refund note received for cancelled policy

I was informed in Oct 2023 that my home owners policy will increase with 14.95% from R751.96 to R864.40 in Dec 2023. On 2 Nov 2023 I moved my insurance to another service provider as the premium they charged was only R603.11. I informed Standard back to refund my money as they deduct the insurance with the home loan amount. Brenton Munsami rep**** on 13 Nov 2023 to confirm the policy was canceled but they can only refund me 50% of the R751.96 withing 6-8 working days. I asked for an update on my refund on 23 Nov 2023 and received no feedback. On 05 Dec 2023 the home loan debit was processed but not the refund. On 02 Jan 2024 I emailed again asking for feedback and raised the matter to the complains department. On 03 Jan 2024 Gugulethu Mtshali rep**** with "Kindly be advised that we are currently investigating the circumstances surrounding the matter and we will revert with an update shortly" On 05 Jan 2024 the home loan debit was processed but not the refund. On 14 Jan I received another email from Gugu "We sincerely apologize for the lack of service and inconvenience you have experienced during the handling of you of policy. This is certainly not the level of service we pride ourselves on and I would like to assure you that we are committed to improving our service delivery. We note that our policy admin has been in contact and assisted with the policy documents, Policy is cancelled already." The complaint will be closed, we do apologies for the lengthy time we have taken to update and handle your complaint. On 05 Feb 2024 the home loan debit was processed but not the refund. I sent another email to the complaints department "I need to know when this will be done as I do not think I should be begging for this. This is the 3rd month this was not done."