Bad service from Nokukhanya ☹️, call centre agent at Doves

Very BAD service. I called the call centre today to check IF there could be a refund on my lapsed policy,and spoke to Nokukhanya who FAILED to assist me. I know their calls are recorded for security reasons, and that can be used to review this matter. She told me she can’t see the refund on the system from her side but can help me log a new query (since I told her I wasn’t calling for the first time regarding the same matter) which was fine. She kept on asking me SAME questions that I have already answered, over and over again until I ran out of airtime ☹️. She said she will call call me back if my call is relevant, but since she hasn’t called me back after we got cut off, it’s evident that she regarded my call as irrelevant, and obviously haven’t finished logging the call. Can someone at Doves please assist me?