Poor Service, Incompetency and Negligence...

Im disgusted by the level of poor service from my long trusted financial policy administrator.

I happened to change my banking details over the phone with retention dept in the month of April. Due to their negligence i ended up paying pension policy for some guy I dont know...Clearly someone update my banking details and loaded them to this guys policy that i have been paying for 2 months now.

The annoying part is the fact that I am still awaiting for feedback on when will my money be refunded.... Im told by one on the managers Carla that she cant get hold of the manager of the dept that made that mistake...So I will have to wait for them to avail themselves and do investigation before my money is refunded ...And i guess Retention dept is the only dept that authorizes refunds??? Im being inconvenience with my own money for their incompetency and negligence... Further to that I have to call in everyday and wait no less than 10 minutes to speak to someone....