By far the worst service delivery from ABSA Idirect

So I just got a call from ABSA Idirect a while ago. I'm waiting to be refunded as it was previously discussed. I get some lady telling me she was sent to explain to me the additional R471, 84 that was debited from my account is actually a pro-rata. Remember the policy is ongoing, I never defaulted, only ammendments were made. The level of disrespect I got. I'm being called by a someone who can't take decisions and can't help me. The lady didn't even go through my profile. She didn't even know what was going on. Absa Idirect takes me as their client for granted. Please think long and hard before taking Absa Idirect as your insurance policy. Wait until you have a query then you'll know exactly what you got yourself into. Next week it will be a month I'm still waiting for my R943, 68 that absa Idirect owes me. This is sad and painful really. It's also emotionally draining. I wonder what is going to happen to me God forbid, should I be involved I an accident and put an actual claim. Wow!