Shocking customer service from Tato Masha - Matrix should fire her!!!!!!!!!

So I called today to establish what is happening with my query/refund regarding my account which was cancelled in May (i have a confirmation email from mix telematics - called, acknowledge of receipt of cancellation) I get through to Tato Masha - while im trying to give her my details there is a distracting noise, only way to discribe it is the sound of a walkie talkie, i ask what the sound is and she doesn't answer and i try and continue giving my details and the sound comes up again and again i ask what the sound is and then realise that I am being muted. Now at this point its important to highlight, i've worked in a call centre as an agent as aswell as a team leader so I am fami**** with being able to mute the customer! But now being on the receiving end, i dont mind the muting but I do mind the distracting noise in my ear while i'm trying to give you my details in order for you to assist with my query! So I ask, are you muting me? and she drops the call!!!!!! I call back and get through to someone else and explain I want to talk to Tato Masha, I give her all my details including the query about my refund!!!! 30 min later my phone rings and Tato Masha - with a tone is denying she muted, denying the call was dropped and conveniently, oh! im not sure what is wrong with my line!!!!! to which im clearly annoyed by and she, wait for it..............drops the call again!!!!!!!!! I called back and spoke to Karab Motaung and asked to speak to Tato Masha manager who is Lerato Dlamini (currently in a meeting) and am now awaiting feedback from Lerato who i requested from Karabo to let Lerato please listen to the calls and then call me. You might be thinking what is my complaint, its simple, they confirmed in May my request to cancel my policy, yet to date was still billing my account and i only became aware of this because i was driving in Jhb CBD and received a call from them as i was in a high risk area!!!! to my surprise, i asked why are tracking me, my policy is supposed to be cancelled as my new insurance company im with does not require a tracking for none of my vehicles!!! So i want my refund from May to date, all premiums to be refunded to me!!!!!!