Pathetic

Upon activating my clientele legal policy, a few months afterwards I had a legal query. I was promptly told "sorry we don't cover this". So my matter was escalated, and got a callback from a lady from the compliance department, Monica - very polite and nice on the phone and apologized for the inconvenience and cancelled my policy, noting a refund will be actioned on the 29/10 and the turn around being 7-10 working days. Till today, I have not had my refund, every time I call them they send her an email to contact me - NOTHING. Again I called today and got told the same run around story - still waiting for a call back and the refund.