Unpaid refund and poor service

Good day I have insured my iphone 7 since early 2020 for the amount of 8000. I registered a claim in April 2021 after loosing my phone. The claim was approved and I paid an access fee of 700, then I was told that iPhone 7 is no longer in stock they have an iPhone se which is sold for 9600. I asked if it was possible to get 8000 in cash since my device is not in stock and the person whow was helping said it’s either opt for another phone with the same value as my cover or if I opt for a device which the value is higher than the cover I have to pay a shortfall. I opted to take iPhone se with the difference amount of 1600 which I paid somewhere around the 30/04/2021. When I went to game Menlyn I found out that iPhone se is sold at 9000 rand and the guy who was helping called the insurance and requested for a refund of 600 which was approved according to the report. I also adjusted the premium to cover the latest device from 170 to 250. Since the 30/01/2021 I haven’t received my payments Another thing is on the 31/05/2021 game deducted an amount of 250 from my account and again on the 1/06/2021 they deducted another 170 from my account. 1. I called on the 18/05/2021 I called and spoke to Hlengiwe and she promised me that my premium will reflect in my account within 48 hours 2. On the 25/05/2021 I spoke to Lebogang who said my refund was never activated but she just activated it and I will get the money within 48 hours. 3. On the 27/05/21 i called and spoke to Daniel who said my refund was approved and was send to finance dpt he will find out what is happening or the cause of delay. 4. On the 1/06/2021 I called and spoke to Daniel who gave me the same respond and he said its not posso that I can speak to finance department myself. He then said their supervisor is Buitumelo and he email address is *** and said she is currently in the meeting i can even call her through this number and ask to be transferred to her. I called same day in the afternoon and spoke to a lady who said that buitumelo is not in and took my details and promised me that Buitumelo will call me tomorrow the 02/06/2021. I am not happy about your service because of the following: 1. I feel like m not taken serious as a customer as no one is taking the responsibility to update me about my refund instead m using my money which I don’t have to call game insurance 2. Empty promises 3. My money was deducted twice

I therefore demand my refund for the premium and the 600 and because of the service I got I am opting to cancel my cover with game insurance. I I send Buitumelo an email x 02 and she responded with a proof of payment but until today I didn’t receive my money. I called on the 09/06/2021 and spoke to Daniel and I requested to cancel my policy and he promised to follow up the refund issue.