Refusal to refund by Absa idirect

On the 14 November 2024 I phoned Absa idirect requesting to replace a Dodge Calibre 2011 model with Hyundai Accent 2019. Reason for replacing is that Dodge is no longer roadworthy. This swopping could not be effected immediately the consultant cited an error that blocked progress. I was advised that it would be better to create a new policy and cancel the existing one and stop the deduction of the debit order for the old *** @R1278. 82 monthly. New Policy *** @R1582. 09 monthly. Since 1st December 2024 both policies debit orders were deducted till 1st June 2025. Despite numerous calls, emails forwarded to idirect insurance no positive response has been forwarded to me. Promises made by Absa idirect to correct the matter have never been acted upon. The most recent enquiry call made was on Friday 20,2024 and I was attended by Lebogang who told me that the debit order is canceled and by Tuesday 23,2025 what is due to me would be paid and I can fone him on this number *** to check progress . To my dismay today I phoned 3 times from 12 midday and each time the call was cut on the 1st ring. No refund paid into my account. No word, acknowledgement or explanation as to why the status quo. I wrote to ombudsman to lodge my complaint and was advised to continue talking with the company and if in 21 days the matter is not resolved then they will take it up. Today is the 17th day since I have sent my complaint to ombudsman and all my efforts are ignored by Absa idirect. I am registering my deepest disgust by the underminig treatment I have been served with by Absa idirect. I hope idirect will take note of the hurt it causes to own clientele and this image will harm idirect publicity.