Failure to refund an unauthorized debit

From the experience I have with them, I believe they don't deserve a single star. When they are at fault they don't reply on emails, on fone calls they usk for a minute to log into the system and they'll keep you hanging more than 30 minutes till you decide to drop the call. I'm still waiting for my refund from an unauthorized debit. What makes things worse i have an insurance with them that I pay R835 per month. I'm even thinking of canceling the insurance because this clearly shows there's gonna be struggle when it comes to claiming 🤔