Refund from Ackermans on hold

A policy was deducted from my account for 5years without me receiving any documents or info regarding a policy. I cancelled it when I discovered that my instalments didnt come down after paying each month. It has been several months (8) that Im struggling to get a refund. I have made several calls and no one comes back to me regarding my refund. In the beginning of September money reflected in my store account and when I asked for money to be paid into my banking account, rhe money just disappeared from my store account. I simply cant deal with this nonsense and need the monies as I have exhausted all avenues of trying to get the money their way. It is now the 9month of battle with them and I am stuck with inconsistency and *********** people who simply let me explain myself each time and listen to tunes instead of doing the right thing by repaying me the money that is due to me...R5972 ia not small change for a pensioner. Tenacity keeps referring me to IUA and they in turn sends me back to Tenacity. I sincerely hope that my case can be resolved asap. Ms F. Daniels