Frustrated again at service delivery

Recently I had a issue with regards to my mums policy that matured and needed to be paid out to her. We eventually got the payment and now I have the same issue. The premiums I have been paying has been accumulating and they need to refund me those premiums. I have emailed all the required info 1 week ago, i received no call, no response on email to let me know what is going on. It is absolutely frustrating when a company has to refund you and you must still prove you have made the payments for the last 2 years of which is an extra cost for me. Each months statement is R10 through internet banking and R50 at the bank itself to go that far back. I am very tired of dealing with such bad customer service.