Poor service from liquid capital

On the 25/04/19 my vehicle was written off, i was left with 25000 deficit which was not covered by insurance as these were add on policies i had taken out and was advised that I should cancel immediately , On the 7/05/19 i contacted liquid capital to cancel my service plan and i had sent through all documentation which was requested by a consultant Mathew Dukhi he then confirmed that the process would take 7-21 working days to cancel, thereafter no feedback was given to me , i had to continuously call to be updated however to my discovery on the 5/06/19 I was asked re submit all my documents again because Mathew Dukhi did not check if all my documents the FIRST TIME, I was then told to wait a further 7-21 working days and received a reference - CAS- 520986-C3R8T6 To say cancellation request received, I still received no feedback and mailed Mathew again on the 18th June 2019 and was told to send through another document, on the 20 June i was advised the policy is cancelled. on the 24th June i received a mail that i need to wait another 7-21 working days for the refund to be processed and that he also cannot advise me on the estimated amount, time and date. i am EXTREMELY UPSET AT THIS STAGE with the service received from Mathew Dukhi / liquid capital as a client this was PATHETIC / *********** service which is INCONVIENCING me to check up on Mathew Dukhi if he is doing HIS job correctly which he receives a salary for , i also had to mail other colleagues to try an assist Palesa Temogo and Thobile Zondi however this there was NO JOY as well.

My questions to LIQUID CAPITAL :

Why should a client run after you guys for a service that was paid for ???? Why do you guys employ *********** staff such as MATHEW DUKI ??? Why does Mathew Duki needs to be MICRO MANAGED by clients?

I would like answers and my cancellation resolved in the next 24hrs , my next step is OMBUDSMAN.