Poor Customer Service

I once again find myself in a situation with Innovation.<br> Had 2 claims, one rejected as I did not contact the Claims Dept - no problem, understand processes and procedures.<br> 2nd claim, authorized and I paid dealership and sent documents for refund on 29 May, to date I have not received my money.<br> I called yesterday and spoke to a person who I barely could hear by the name of Neo (Call ref 17/06 @ 17:05), call was before though.<br> After a 15 minute call, he could hardly understand and assist me and said he will call me back this morning, it is now 15:40pm, no call from Neo.<br> Just pathetic service honestly and I am now on the line again for 15 minutes - Antiontette mentioned the claim was processed and sitting with refunds.<br> She calls to check with the department, I wait and she comes back that Ridwaan will call me as he was handling the claim in a few minutes, 16:00, no response or call back<br> <br> Why did Neo not call me back?<br> I think you also need to get consultants who know how to provide customer service and if they say they will call back, I expect to be called back!!!<br> <br> Disappointed and I wonder why I am still a customer of Innovation