Pathetic service

Iv been struggling for 3 days to get a refund and settlement letter from African, trying to call is a nightmare because the hold time are ridiculous and when I do speak to some one I either get **** to hung up on, this will now be reported to the ombudsman. I requested for a callback yesterday. No one called nor did I get my refund or paid up letter but I received an sms saying my query was resolved and closed