Lack of communication and bad service from B3

I had a family funeral policy for my parents with B3. After the passing of my father ( over a year) i decided to cancel the family policy and add my mother on my one as an additional member. When I phoned in I was told that my premiums were supposed to be reduced to R150 due to the factor that it was just my mother left on the policy but the premiums were never reduced. The lady that assisted me in December 2019 told me that they need to refund the difference of what I've paying after my father's passing. She sent me forms to fill in and i filled the forms and returned them back to B3. To this day i still haven't received an refund or communication from B3. I've been phoning in and emailing and every time i'm told they have referred the matter to their refunds team and they will get back to me in the next 2 days and we are now in February and still nothing. I don't understand why can't they at least email to give me a status report or a courtesy call.