Disappointing Customer Service

I have been a loyal Avbob Client fro sometime now paying more than a R1000 monthly in Premiums, i had no issues with their service in-fact i was happy. till i received a Horrible service from their Premium department when they had to re-fund some of my money. I was told on the 18th to send my documents for the re-fund,I waited for 7 working days before i made a follow up only to find out there was a document missing and they don't even have the Decency of emailing me back to say i need to send additional documentation. I sent the Missing document on the 25th November on the 28th i called to confirm that its received. I spoke to the Gentlemen at Premiums he told me he was going to capture my Payment on the 27th and i should get it in tow working Days. I still have not received my re-fund and this is soo disappointing because i was given assurance that my re-fund would be paid. This is really disappointing from a Company that my Grandfather trusted and My Mother so i also Learned to trust and like.

My Policies that need to re-funded are AL***X7 and AL***X1