Poor customer service

Sometime in january 2022 i was called by a financial advisor by the name Olona Mlungwana to inform me that my policy was cancelled. I asked how because i have been paying using the same account number on the statement they sent me. I sent a proof of payment to him to show all those premiums and they said the money has been going to a suspense account but the premiums will be allocated accordingly and they will keep in touch. That was in january or february, and there were premiums that were due to me because i have been paying more. I went to the Alberton branch to make a follow up and they also said they will be in touch with me. They dragged the process until may 2022. In may i received an sms that the premiums have been allocated and i must submit a bank statement for them to refund me the extra money i have been paying. On the 30th may i submitted a statement in alberton branch and later got an sms that they will refund me within 3 business days. On the 9th June i went to Alberton branch again to make a follow up and the lady who was assisting me sent an email to Old mutual head office that i am still waiting for a refund. I asked the lady about the sms i received after i submitted my statement that they used the premiums to pay the funeral cover until july 2022. I do not understand how because i’ve never heard of such and i never gave them consent to do so, as i do not understand how can a funeral policy be paid upfront. The lady promised that they will attend to my query in two days but until today i am still waiting. I want my money back it is my money after all. They are busy sending me smses to take out their personal loan instead of attending to my query. Their service is disgusting because it took them 6 months to allocate premiums to the right account and now this.