Poor customer service

I submitted a claim to be refunded to me on 17/08/2015 - Oneplan only registered the claim on 21/08/2017 (after they read my e-mail on 17/08) informing me I have to wait 7 days and that the amount of R310.00 will be paid to me by 27/08. Last week I called again, same story - wait 7 days. Yesterday the claim was not processed (talked to Larry) and I requested that a supervisor calls me back with feedback - I wanted the money yesterday in my account. NOTHING. today I called, spoke to Mashudu at 13h00 and again requested to speak to a supervisor - NOTHING. No feedback call, no refund. NOTHING. Customer service doesn't exist with Oneplan anymore. How can it be so difficult to refund me, a loyal and paying customer, for a doctor's account I paid? And when I mentioned the poor customer service to the agents they only say: I'm sorry about that ... and then continue as if I'm not an unhappy client. Oneplan started out very good, now they're going down ... down ... down. And what about Treating Customers Fairly? I work in a Client Care Centre, I know exactly what service to expect and also what service to render. or Do you want me, a loyal customer, to cancel my policy?