Poor customer care CAS-***-C0Z0 - cancellation - RNSP101080

Good day

I am really being messed around by Liquid capital.
Please provide me with an update regarding the cancellation of the service plan. I have not been receiving any satisfactory updates. All I get since last week is that my query has been escalated to management. How long does it take management to giv feedback. I had queried the reason for the deduction of about R5000 from the service plan as I purchased it for about R17000 and an email from Marina last week indicated that the plan was cancelled and I will receive a refund of about R12000. Please note that the service plan has not been used as yet as it only commences in 2025 when the manufacturers service plan expires. Hence I am queryin the deduction of R5000. I have since not heard from anyone. I phoned your offices and was told that both consultant dealing with the matter are not available and spoke to Karabo. Another case number was assigned. All I receive are new case numbers but no progress and no response to my email queries.
The latest number is Cas *** C4P7H8.The policy number was RNSP10180.
I trust that this matter will receive your urgent attention as I placed the cancellation request on 15 December 2022 and sent the settlement letter on 3 January 2023. This is an unacceptable length of time to wait for a response.