Absolutely absurd

I am writing to formally lodge a complaint regarding the cancellation of my African Bank Funeral Policy and the refusal to refund my premium. My first premium was debited from my account on 25 July 2026, and I contacted African Bank and cancelled the funeral policy on 26 August 2026. When I contacted African Bank to cancel the policy, the consultant I spoke to specifically advised me that I would receive my premium back as a refund following the cancellation. Based on this information provided by your consultant, I understood that the matter had been resolved and that my refund would be processed. I have now received an email from Tshego advising me that I am not entitled to a refund. This directly contradicts what I was told by the consultant when I cancelled the policy. I am extremely dissatisfied with the way this matter has been handled. I request that African Bank: Reconsider my refund request and process the refund of the premium that was debited from my account. Provide me with the specific terms and conditions of my funeral policy relating to the cooling-off period and refunds. Confirm the exact date on which my cooling-off period commenced and how African Bank calculated the period in relation to my cancellation on 26 August 2026. Investigate the conversation I had with the consultant who advised me that I would receive my premium back. I request that the relevant call recording and/or consultant interaction be reviewed. Explain why I was advised that I would receive a refund when I cancelled, only to subsequently be told that I am not entitled to one. If African Bank maintains that I am not entitled to a refund, please provide me with a full written explanation, including the exact policy clause re**** upon. I acted on the information provided to me by your consultant when I cancelled the policy. It is therefore unacceptable for me to simply be told that I am not due a refund without properly addressing the advice I received at the time of cancellation. First premium deducted: 25 July 2026 Cancellation date: 26 August 2026. I am requesting that this matter be treated as a formal complaint and escalated to the appropriate complaints/resolutions department for review.