Still waiting for a refund after 3 weeks

I cancelled my VAPS policy last year, i noted on last statement that the premium is still deducted but the policy was already cancelled. I requested a refund which was subsequently refunded to my finance account, i requested for the funds to be paid in my personal account. it's been a struggle since 18.06.2025 for the refund to be processed. I've been calling no one can assist, the only feedback i receive is that the matter was escalated. Ashley in the customer service assured me that she escalated the matter to someone by the name of Chantel Bekers, that was last week. Till to date the funds are not paid in my account. Thapelo Matsemela also in the call centre promised me high and low that the matter will be resolve, now his not responding to my email. Why does it take so long for a simple refund. We going for week 3 and this matter remains unresolved. I logged a formal complaint with their respective complaints team and i'm being told about turn around times. There timeline has already been exceeded, thus this refund should deemed as urgent and should no longer be subjected to the timeframes. I'm appalled by the poor service and the incompetency of WB staff.