VA Hazeldean making me run around for my refund

Money was debited from my account on the 30th of December. My contract was terminated, effective 31st December. I have been trying to get my refund since the 2nd of January and I’ve been told x 4 times by your sales consultants at VA Hazeldean that the money will reflect into my account after 7 days. It’s been 29 working days now. It’s honestly frustrating that I have to follow up and keep begging for my refund.