WHAT THEY SAY ON TV AND WHAT HAPPENS IS DIFFERENT

Around July 2015 I was forced to cancel my funeral cover due to lack of service and non delivery of policy documents within the prescribed 30day grace period. I was sent an email to confirm that the refund will take 7 working days. When I called their call centre I was told that refunds take 10 working days of which I found to be very strange indeed. What Clientele communicates to the larger public about their service levels I find this NOT to be true based on my personal experience. Also what they communicate in writing and what they say differs in most cases. Based on FIAS I feel they are not complying at all. I truly hope Basil Rickie knows what's going on in his company or is this just a coincidence or just failure at its best. Please come right guys as you can't keep on misleading the clients and the public. What a Shame indeed. Very very upset.