Shocking service !!

I have been sent from pillar to post it’s shocking. I have had a service plan with you guys' however claiming has always been a nightmare which resorted me to always pay cash at the dealership. Late last year my car was at the dealership after o had confirmed with my bank that I do indeed have a service plan with you guys however the dealership as per normal when they called my details were not on your system however without fail I pay you every month since 2022. I had to pay cash again in that day. I called your company myself to track back and understand what is happening. I was assisted by a lovely lady Thato however she couldn’t pick up my details as well. She tried to assist me to her best abilities which I appreciate we reached a conclusion that the company would need me to cancel the policy and refund me because the services were not used however the refund process has also been a nightmare. Fast forward in January I called in to get my policy number because I had not received the documents of such ever since I was assisted by a guy, I cannot recall his name. The policy number I was given over the phone on that day was what I used to fill in the forms there was a back and forth with the forms and I provided all the documents/ details that were required. I have recently followed up on the status of my refund and I was told that the policy number is incorrect, the policy number received is what I was given over the phone and that cannot be discovered weeks later? I mean it does not make sense! Kindly look into the matter of my refund, I have an extended booster with you guys, and I am worried about that too? I had to ask for documents for that policy as nothing was shared with me since early last year. The level of service is terrible honestly and needs to be fixed!!! This is the first CAS-***-B6F4C8 that will lead you to everything. Kindly investigate! Thanks