Refund ****

I am so feedup with two mountains .. I made an error with regards to my monthly premium. Instead of paying R410 I paid R4100 . I called and requested for a refund spoke to oratile mokgoro who confirmed the refund will be process I must just submit proof of paying of which I did I was later told that I will not get my refund due to company policies ..HOW.. when this is my money and I have provided proof of payment ..please i need my refund and I am canceling my funeral policy