bad service

I was just on the phone with one of your agents at Pavilion Westville, apparently I had to register with care 4 u to get my three months refund back. This was not explained to me when I took the policy as I am only finding about this now, how come that info was not disclosed to me? Also when I got there no had a clue in terms of what happens with green light, I was passed on from one person to the other. I got there 12 o'clock only left there at 13:00 o'clock while someone was still trying to figure things out. I was told that documents were faxed yet today I found out that they were not but they were waiting for the "person" that knows what to do . I handed in my docs a week ago only today I am told of this and I have been calling to get info leaving my number and no one calls back. Agents run after you like a dog seeing a bone when they need you to join but ounce you joined they dump you like trash.

please assist