Refund Request

Greetings

I recently had a vehicle insurance with standard bank . I cancelled my policy in September and to my surprise they tried deducting end of September and it bounced and then they deducted again in October which it was successful. I called them and asked for a reversal because the policy was cancelled in September and I got a cancellation letter in Special. In summary I called on the 25of October and asked for a refund and they said it has been initiated till today I haven’t gotten anything. The person who is in charge of my request is not even responding on my follow up emails, I always have to call and find out what’s happening. I am not happy and I want my refund