Poor Service and No feedback to requests

On the 19th of December 2025, after receiving my renewal terms I queried why the increase was over 15%.

I was assisted and told premiums would be reviewed- the review was done on the 19th of December 2025 telephonically at 15h40.

Come 29th January 2026, I am debited the incorrect amount which was not confirmed telephonically. I sent an email to query it and Vikelwa called me on the 29th and sent me the updated schedule.

I then requested the call from the 19th of December and queried my refund, and was told I would be refunded within 2 working days.

To date no refund had happened. No phone call recording has been sent to me even after I provided the details of the call.

May I please get urgent feedback on my refund and the phone call recording.