Want your Refund ? Be ready for spend

I wanted to try out Avbob for my family but due to unforeseen financial circumstances I couldn't go through with the policy. Am a breadwinner at home and R 336 goes a long. Two weeks before my installment was i informed Avobob that I could not afford the policy anymore. I did everything, the letter to cancel, the back and forth emails between me and the consultant. But end of Jan the amount was debited and i informed Avbob right away which i was promised it will be reversed because i informed them in time. A week later nothing, i called again and i was told the request for refund was not filed and Ronald said he was now filed for it. Today i call again as nothing has been done and i was told I need to submit more papers ? Who told me that ? No one. is this tha=e kind of service Avbob clients are receiving ?