WHAT TO DO? RIDICULOUS SERVICE

I have had 3 different installments debited against my account for a funeral policy of which one was correct. I have called the company and a call was apparently logged by the customer service agent. This was 3 weeks ago and spent almost 30 minutes on the phone trying to get the agent to understand the issue.

A week and a half ago I did a followup. Managed to get through to the same agent, who indicated that he logged the call and cannot assist. HE then transferred me to the collections department. However, he didnt, it was somewhere else altogether. I got the impression is was pushing me aside.

The lady tried to assist but it meant redoing and going through the process again. Therefore I requested that she put me back to customer services. I then spoke to another individual who was not interested and only hooo and hmmmd. So I asked for the policy to be cancelled. She then informed me that I wont get my refund on the differences. Naturally at this point I was even more annoyed. I then asked for the supervisor. The supervisor advised that they do not give back anything if the policy is cancelled. This was mentioned a few times. So in actual fact, Hollard can deduct whatever amount they want and we the customers can do absolutely nothing about it.!!!!!! This is the impression I got. Eventually she understood that I want a refund on the differences between the amount paid and premium. This was after 30 minutes.

So she apparently logged a call to IT. Guess what, till this day I have had NO RESPONSE from Hollard.

Its now 3 weeks in Total and another debit order is to go off in 2 weeks. So what is going on?

Is this the manner to treat customers or does Hollard have too many to worry about the ones that want their account issues to be resolved?