Bad Service Continues

I am still not receiving any customer service/response the recoveries team at FFW and this is my 3rd complaint. Received a call from the Customer Relations Specialist on the 30th of July (date of my 2nd complaint) confirming that they have received my complaint and the Recoveries Team Manager will be in contact asap. I spoke to the consultant Vhutshillo on the 30th of July and gave him the details he requested and he said he will update me. Two weeks have passed and no update and my refund of the excess is still outstanding. I called FFW on the 13th of August and left a message for Prakish Singh who did not return my call. I called again on the 14th of Aug and spoke Prakish Singh and he said that Michelle the manager from the Recoveries team will contact me asap. To date, no call from FFW. This lack of response from FFW is costing me my time and money. Please can this issue be escalated to a manager as I would like a response/update asap. Also, I do not want to liase with Vhutshillo as he does not have any customer service so please do not get him to call him. I will definitely be looking for another insurance company as customer service at FFW is pathetic.