Unhappy client

I'm back again, this is my 4th complain within 30 days. I did not get my refund from Avbob which I don't understand what must happen now because I cannot keep on paying for My Late Father yet Avbob refuses me to claim but you do know how to debit for him. The premium suppose to be R217 but nooo an agent by the name of Zodwa using this numbers ***) decided to add extended family members under my application without my go ahead now the premium has increased whereas I asked her for only quote and not to add, but because Avbob has bad intentions for their clients that fool added those extended in my policy when I call her she hangs up on me and told to go to hell I mean what the **** Avbob huh??? I wanted to cancel however the lady I was speaking to from customer service who has been nice, helpful and remorseful who promised to escalate the matter to Ombudsman unfortunately I forgot her name after speaking to her I immediately received a call which I was informed I'll receive my refund but up to today no refund, no communication. What will happen If I we're to claim meaning I'm going to experience the worst surely the claim won't be attended immediately.