Poor customer care

Collection department consult name Mamaloko Themane(Linah). Poor customer service! She failed me to get my refund from my Shortfall cover after I made +-R6000 to settle the outstanding balance which she is also a reason I went and settled the account while she was supposed to communicate with the insurer with the Shortfall claim. Now for me to get my refund is also on hold because of her and when she call clients she wait for the call to ring once then drop it after that she send an email that she tried to call while the call rang once then she dropped.