Absolutely pathetic

All I wanted to do was cancel my warranty. I had an accident, my car was written off and one of the requirements from my shortfall company was that the extended warranty be cancelled and the bank refunded that amount. I got the sms on 8/11/17 saying that the policy was cancelled and that the money would be paid out within 7 day only after the 7 days for someone in the payments department to inform me that it actually takes 7-14 working days. So next stop to try and get the ball rolling request proof of payment. The amount of airtime that i had to use while listening to that awful music while the person was on the line with the administrator who clearly can't send an email coz it's taken almost 2 weeks to get the email. I even offered for them to put me on the line with the administrator so I can help them send the email but all I got was an earful of that awful music. I have made contact with the ombudsman. Easy to take your money but when you need them to do their job all you get is nothing.