Standard Bank - Billing section

I submitted a claim for a refund it is now 3 months not yet paid. Each time when I call I am told to wait for a Friday since September 2020. Please advise where can I lodge my claim. Every day when I call the response is that the claim has been processed it needs to be released but that is what is not happening. Please assist me to find the person that needs to release my money/refund of policy deductions that continued after policy cancellation . it is a standard bank policy.