Failure to complete request

I called the call centre for a reversal on my cancelled insurance premium. I was advised that they will not be able to reverse online and I must go to my closest branch. This was done on Saturday, I filled in the reversal request and the lady advised me this will be done by Monday. Called the call centre today to follow up as the Randburg branch never answer (very poor service) and a lady by the name of Livhuwani says they have not received any request. I asked her to call the branch, I held on for 20 minutes, guess what ??? no answer. I need this resolved today, I stood in the line on Saturday for 2 hours and will not go to the branch again ! all requested details have been completed on my side so reverse my money. <br> <br> ***