Misrepresentation, money making scheme

I've logged a complaint on the 27th of March 2020 regarding misrepresentation of policy, my issue is not yet resolved, I requested a copy of my recording and I was advise my matter is with the Ombudsman and I can't communicate with them anymore, Elizabeth Makagale didn't even give me reference number, didn't send anything to proof that she has logged a complaint, I just want to tell me how do they handle complaints and why is my complaint not attended accordingly

I was told that I will not be refunded my money because the plan I took is not an investment however I was sold a policy under a false pretence, it's been over six weeks been requesting assistance