Worst Service Ever

I'm at the last end of my straw, was in contact with the branch manager of Alexander Forbes whose currently disappeared as shes not replying to ay emails with regards to my query. Had a policy and seperated the policies to have two differnt policies so i was due a refund. Ive been battling since the 19th June 2018 to get confirmation from Alexander Forbes including Nomkhosi Vilakazi whose the so called branch manager. I advise the call centre of the nature of my query as i refuse to speak to a contact centre agent-however Maria feels its revelent for me to go that route after 30 minutes of being put on hold. Can i please be assisted or should one go the route of the Ombudsman??