paperwork and information on insurance is almost impossible to get

I sent a complaint on 6 Oct regarding premiums that were deducted incorrectly for 7years. i called the useless call center again after that and to this day we are still waiting for this to be rectified. I just called and spoke to Itumeleng which was a total waist of time! She wanted to speak to the account holder as I am a joint card holder. My mother was so upset on the line. I deal with all her queries! Itumeleng then put me on hold and never came back.!! What it so difficult to send paperwork and refund money????