Refusing to refund a client -Nedbank (MFC)

MFC -Nedbank have decided to deduct more than my premium amount and was told is because they don't have proof that I have insurance, after I submitted the evidence and stated that they should refund me my money back that they deducted that are now making stories and giving me the run arounds. Every week I would make about 2 calls and they would provide me with different stories and now they want me to wait for another 21 days after already waiting for a refund for 3 weeks. All i hear everyday is we working on it but no refund is done but they can deduct money from my amount without me giving them issues but they want to give me issues with the refund. Am going to bash them on Social media and send a compliant to ombudsman cause this is ridiculous