Terrible customer service

Poor customer service i received from old mutual company. Last year in May 2025. I noticed a deduction of R500 in my payslip which i was not aware of. I went into the branch at Smith street to launch a complaint. Later that day i was contacted by an agent from old mutual who explained to me her situation. She told me that there has been an error while capturing a policy for a client , she punched a wrong service number which resulted in deduction on wrong individual. She apologised for this error and i felt sorry for her..i mean its human error. I then went back into the branch at Smith street Durban, to cancel a ***** case which was lodged. They requested for my payslips which refelected these deduction and my banking details. (Proof of bank account) which i submitted to the branch. A total of 4 deductions were made. I was told at the branch that the money will be refunded into my account. Since May last year im still waiting. December i went back into branch and told them that i still have not received my refund, iwas told that they would escalate the matter and never recieved any feedback from them since. Two weeks ago i went again into the branch at old mutual. A lady assisted me and told me that the money has been paid into someone else's account and i should wait for another 7 working days for them to respond to me. Up to date i am still waiting for my money.

I feel this is really unprofessional on their part. This is really disheartening and frustrating.