Absa idirect APPALLING service!!!

****001 *** I am following up on last complaint with this insurance company. After a painful,"teeth pulling", tedious long claim process My car was finally fixed. I had to pay the excess fee myself, because they could not get it from the person who caused this accident. i was informed that i would be refunded, once they have collected from the 3rd party. My car was fixed and i collected it on the 28th of Aug 2019. I then went to the Sebokeng ABSA branch to go inquire about my excess fees, i have not received any feedback with regards to this matter; each time i go to the branch, i am placed on hold with the call center consultants for over an hour. i am a pensioner, i need my money back. not once did i miss my premiums; so why does it it take over a month, to receive my fees back. i am so appalled by ABSA idirect's mediocre service. I would like to know when will i receive my money back! i have never experienced such poor service in my life.!!!