Bad customer service

My debit orders were not going through, so I went into old mutual's branches countless times without any help until my policy lapsed. I went back to find a way forward and one of their consultants gave me an account number to pay money to it, only to find out that I was not supposed to pay any money for a lapsed policy. Now I have been waiting for the money to be returned to me, it has been 6 months. Everytime I can they always promise to call me back with an update but they never do.