WORSE SERVICE

I CALLED ON FRIDAY FO ASK TO CANCEL MYWAY LIFE. THE CONSULTANT ASSISTANT ME WAS KABELO PITSOE, HIS SO INCOMPETED AND MISLEADING. FIRSTLY HE TOLD ME THAT HES GOING TO PROCESS THE REFUND AND I SHOUD GET MONEY WITHIN 48HRS, THEN 48HRS GONE I CALL AGAIN TO FOLLOW UP, HE THEN COME UP WITH ANOTHER STORY TO SAY THEY NEED TO LISTEN TO THE RECORDING BEFORE THEY CAN PROCESS MY REFUND, BUT MY POLICY HASNT STARTED, I CANCEL BEFORE POLICY START. WHAT IS THE REASON TO LISTEN TO THE RECORDING BEFORE THEY REFUND>