Dissatisfied at the service rendered

I absolutely applaud by the service i continue to receive from hollard, now i am tired and willing to take this further and also have my policy cancelled if i dont get this sorted out, i have been having this issue from 2016 every time i call the call center they assure me it as been fixed, just yesterday i called and spoke to a agent by the name of Lee Anne Swat i asked her to send me my policy document and yet agent my mum ID number is invalid i then call back an speak to Chrizelda Motsoeneng re f number for the call ********** 912 she advised me that previous agents didn't change it on the document i asked her to please do that and send me the updated document, i cannot hold on any longer as i was at work , i also asked her to process my cash back as i haven't claimed from the policy in 5 years i confirmed banking details with her and hang up, firstly i haven't had any confirmation if my cash is been processed and secondly no updated policy document received. This is utterly wrong on all levels, makes me wonder if i have to claim what will be the situation then.

I am giving yourl 24 hours to respond to my query if not i will be wring to the ombudsman