Pathetic customer service

Been trying to get their insurance/client care department to assist with removing unnecessary insurance charges on my AF since I took it out in Oct 24 and the consultant did not advise that it wasn't compulsory if I had my own insurances which I do. I have been calling and email for months since Oct 24 but falls on deaf ears. They have everything they requested but refuse to resolve the issue. Been a customer since 2013 and this is the worst service I have experienced. Called 2 weeks ago, Spoke to Kagiso N****lha who logged a new incident, 2 weeks of unanswered emails I am now told there isn't any feedback and the ticket has been closed. This is just pathetic, yet they would call me multiple times to offer me their products. Unable to speak to the consultant who assisted 2 weeks ago, each time they transfer me to departments that don't want to assist and put the blame on another department. Thokozani Langa (Collections) whom I was transferred to by client care says I must go back to client care because they cannot assist me. Back and forth round and around hours on the phone still not a single answer.