No refund for cancelled insurance and no response

My mother followed up with MFC on the email, 03 December 2014 based my telephonic discussion with the consultant called Patricia for enquiry on refund enquiry lodge last week of November 2014 for my insurance premiums paid since January 2013 to date. The insurance company confirmed that her motor vehicle policy was cancelled due non receiving of premiums since January 2013 to date and she has been paying the instalment that includes the insurance premium cover every months until to date. No response has been sent through by MFC and we starting doubt the brand image of Nedbank and MFC or related parties under their umbrella due to the lack of service offered and their customer care.