Worse service ever from 3sixtylife

I’ve submitted my grandmother’s documents they asked for on 03 Feb 2022, because they were to refund money she paid on a lapsed policy. We have been asking them to just give us feedback as to when the money will be paid in the account or even just let us know how long it would take and why. They keep telling us that they are busy with it and it takes between 2-3 weeks. No one is giving us any feedback instead we need to drive to the branch every second day to go and ask how far they are, only for them to give us the same story every time. I’ve spoken to so many people at the complaints department, Junine, Lesego, khensani and Lesley. I’ve asked them to copy me in the email they forward to the premium collections department because they keep telling me they don’t have direct telephone numbers in that department and could only be dealt with via email, I’m still waiting to be copied. The only person who copied me in was Junine and that was way at the beginning with the first response and it was not very helpful. I even asked them to just forward my email to the premiums collections department instead but still with no success. My grandmother paid R4794 with money she borrowed because she wanted to get her policy up to date and also had a claim she wanted to submit. They told her the policy had already lapsed and therefor can’t approve the claim however she can get a refund because the money was paid in after the policy had already lapsed. We submitted all the relevant documents to get the refund on 03/02/2022 but still no refund and no call or email from anyone. Instead every time we go to the branch it’s one story after the other from the complaints department when we call. This is the worst service ever experienced and therefor my grandmother said she would rather just take the refund and cancel her policy but now it’s a whole mission to even get that done.