Dissapointed and Angry

It has been two months now, and despite my efforts, I have been continuously redirected without any resolution. I had sent an email to inform them about my decision to cancel my deal with a specific car dealer, providing them with a detailed quotation of the car I wanted and the preferred dealer. However, Imas, as a financial institution, has failed to meet the expectations of its members. They instructed me to negotiate with the dealership I had complained about and reach an agreement. To summarize, at the end of the month, Imas deducted an additional R4000 from the agreed-upon amount, claiming it was for insurance on a car that I don't even have, as it is still with the dealership. I promptly submitted proof of my own insurance, clearly showing that I have coverage, and was assured that I would be reimbursed. However, even after providing all the necessary paperwork and requested amendments, I am still awaiting a refund. The most distressing part of this situation is that the dealership is using the car in question on a daily basis, while I am left paying for a vehicle that someone else is benefiting from.