Utter disgust

I went to the Maponya Mall branch on the 02.0.19 was assisted by Sphamandla. I advised that I want to cancel the payment protection insurance. He gave me forms to fill and advised me he has sent them to the insurance department for cancellation. To my surprised the insurance was charged at the end of August, September and now October. I went to Jabulani mall they called the call centre I was informed there are no forms received by them I need to go back to Maponya and ask Sphamandla where did he send the forms to. On the 23 of October I spoke to hin he assured me he sent them and sent me a email with the original mail he sent. Today I called personal loans department to follow up as I need my money back for all three premiums. The advisor told me the was no request sent in August they only received a request today. I don't care when it was sent all I know I have proof that I requested a cancellation on the 01.09.19 therefore you meant to return the refunds that were debited back to me and you can deal with your staffs incompetence later. He is now dodging my calls when I call the branch.