ABSA LIFE REFUND MY PREMIUMS

I took out an ABSA life policy at an ABSA branch in Port Shepstone in April 2016. This was done via the call centre. The Sales agent told me that it could be ceded towards my bond. It was to my disappointment to learn that I couldn’t do so with this type of policy when I bought a house in 2017. I feel that this is misrepresentation and manipulation of clients for a sale by your staff. I cancelled this policy with the agreement that my premiums would be refunded, should it be discovered after investigations that the Sales agent had **** to me. The investigation was requested with Dimakatso (ABSA life call centre agent) on the 16/11/2018. I didn’t get feedback on this query. I then contacted the call centre and spoke to Cyril Mkhize on the 23/02/2018. Cyril told me that the investigation was completed and that a decision was made to refund me R 6129.50 on the 21 November 2017. Cyril told me on that call that the sales consultant had indeed **** to me when she said that I could cede the policy towards my bond. He promised to follow up with the Sales department on the refund and come back to me. No feedback was received. Once again, I call in to the Absa life call centre & spoke to Tania, who also confirmed that I was meant to be refunded in November 2017. She also promised to follow up and come back to me. I refused to accept this and requested to speak to a Supervisor. None was apparently available at the time and Tania was to get them to contact me before 16:00 PM the same day. I received a call from Thabsile (call centre again) on the 02/03/2018, advising that the refund was approved by their Finance department & would follow up the following Monday (05/03/2018) if the refund was paid to me. I called in once again and spoke to Thato on the 05/03/2018, I requested to speak to his Supervisor. He transferred me to Esmey Manana. Esmey promised that the refund was approved and that it would be paid to be the same day before 18:00 PM. Esmey called me at 16:00 PM, stating that she would call me to listen to the call recording on the 06/03/2018 at 12:00 PM. She claimed that ALL THE CONSULTANTS THAT HAD SPOKEN TO ME **** AND THAT THERE WAS NO REFUND DUE TO ME. SHE FORGOT THAT SHE ALSO CONFIRMED THE REFUND THE SAME DAY. She is yet to contact me. I fail to understand the lack of customer service & feedback urgency of Absa life to its clients. I have had to be the one calling in on various occasions & spending a minimum 30 minutes per call trying to get assistance. I don’t understand why there is no accountability from their Management and staff and why do they change your statement after promising a refund. Why is this query also lagging for 4 MONTHS?