Edgar's bad service

I have had my edgars account for years ans I've alwasy paid it on time... I never received statements not once I asked fro it already but never got it so all I did WA sjust pay my installment.. Only to find out after so many years I've been paying for a funeral policy I didn't know about.i then tols the about it they offer be R253. 40. Which is not even a year refund. I then question it on Facebook they call me back to tell me my refund was declined. I'm very disappointed for all thr years of being a loyal customer and paying on time. I wish I had the money to just close up my account. It's bad service.