Respond to correspondence timeously

I have been appointed broker on an existing Standard Bank Insurance customer. I emailed the instruction to SBI to cancel their policy on the 2nd September 2021. My instruction was ignored. On the 1st October SBI deducted the premium from the clients account. After many emails requesting assistance wherein I included proof of insurances as required, I eventually received correspondence on the 5th October 2021 wherein I was advised that SBI would only be refunding 50% of the premium due to dual insurance. When the 50% refund was queried SBI confirmed that the client had not given 30 days notice of cancellation. This was proven that the 30 days notice had been adhered to. On the 2nd November it was confirmed by SBI that the client would be refunded in full and the refund would take 14 days? We have patiently waiting for the 14 days to pass and yes NO REFUND and no-one responding to emails. ABSOLUTELY SHOCKING.