Consultants not being honest

I had made a claim in 2018 for kahlape. In 2019 I took another police for suzan but the police was registered on kahlape. Last month in July I received a call from one of the old mutual consultants, he offered his services to me for anything I need. Then I made a discovery about this incorrectly registered police and informed him. He then said I should take another policy for suzan. He said I should go to the branch to cancel the police and I will be refunded as the mistake was made by old mutual. A week later I went to the branch I was told no the mistake is fixable the consultant took advantage to get commission. I was told which documents to bring to make the cancelation . When I went to the branch with the request documents I was told a different story. The policy was canceled but till this day I have not been refunded because the consultant treated my case as a normal policy, he even asked why did I not come to the branch to register for the new policy. Can I please be assisted as consultants of old mutual look out for themselves and getting a commission rather then helping clients.