Dealings in BAD faith !!!! Part 2

Discovery has not returned to me the additional funds that they have deducted from my account. My insurance premium increased from roughly R3800 to R4900. To which I request that they reconsider as that premium is too high. They returned with an offer of R4300 which suited both parties. However they deducted the R4900 and they are not willing to return the additional that was debited.

They say the matter is escalated but still have no communication this side. I can't even make another claim until I have this matter resolved. Three weeks later still no response from their "we've escalated the matter"