WORST CUSTOMER SERVICE - DISSAPOINTED

One of Hollard funeral policy agent joined an insurance funeral policy on my behalf without my consent. I found out after 12 months that there is money that is coming out of my account and I dont know anything about. I called Hollard complaint department and I told them everything, I was told to send an email which I did and I was told that it takes 14 working days for a complaint to be resolved. After 14 days I didn't get any phone call from Hollard, I had to call on the 18th day and the lady told me that she will give me a call before Friday(that was wednesday), Friday still nothing. She then called on Tuesday the following week saying that she listened to the call between myself and the agent who joined the funeral policy on my behalf and she confirmed that indeed I didnt join the policy. She then told me that I will be refunded all the money that was deducted from my account within 14 working days. 14 working days was last week Tuesday(10 March 2020) and I havent received my money. I have sent several emails and no respond. I AM VERY DISSAPOINTED AND I HAVE OTHER PRODUCTS WITH THEM WHICH I'M EVEN THINKING OF CANCELLING.