Refund still not processed

Further to my conversation with Veronique Hermans on the 29-12-2015 at 15:42 I phoned Innovation Group today (04-01-2016) to do a follow up on my refund since Veronique failed to provide me with feedback and spoke to a lady by the name of Kgomotso Tlatlama who told me that I need to wait for another week before I can get my money, when I asked to be put to someone senior she put me on hold for 10minutes before putting phone down on my ear. If this people don't want to refund my money why are they debiting my account with the so called monthly premiums if the can't render a service that I'm paying for??? First it was their *********** Ntombikayise Siqumbu who **** to me when she sold me the policy and secondly Kgotso Molete who also **** to me about my refund being processed within 7-14 days, then it was Veronique Hermans who also **** about looking at my COMPLAIN to find a resolution and now it's Kgomotso Tlatlama who **** about putting me to someone senior at the Refunds department. THIS IS A COMPANY OF ***** WHICH ***** PEOPLE THEIR HARD EARNED CASH PROMISING THEM THINGS THEY CAN'T DELIVER.