Refund my money

Good day So I have an account with Ackerman's, when I went there to settle my account because I was only left with R500 + they told me that my account is R1000+ I asked how come they said I opened an account with Hollard and I told them that cant be true as I've never opened any life policy with them. I was given a phone to call them and it was confirmed I then cancelled that policy and asked for a refund its been 3-4 weeks now since then they has been no response, I called them again last week they said they were going to call me back, I called even today more than 3 agent are not able to answer me the last one said I must send an email to complains because they are unable to assist me