Bad customer service

Customer service was basically not existent after receiving written confirmation for a refund. It never happened its been a month now. When we call to request to speak to Jeandre Snyman she never took our calls neither returned them or responded to emails. Until today when we decided to cancel the policy for the other vehicles that are with Budget, all of a sudden we are told she is available and will be transferred so that they can retain the account. After numerous attempts to get assistance only when you cancel they decide to take us serious.