Optivest-incorrect advice and pathetic customer service.

i did an online enquiry through hippo on medical aid rates. i got a call from luthando at optivest. he informed me that i would not have a waiting period and failed to mention that i would be subject to a late joiner penalty if i change medical aids. everything was concluded, the medical aid imposed the above and gave me 7 days in which to respond, i sent it through to luthando with instructions to cancel if terms cannot be reviewd. he took 2 full weeks to come back to me stating that they could not reverse their descision. then had the audacity to email me compliance documents for signing, despite instructions to cancel. i sent a complaint to Penny last week wed, who informed me that luthando and his manager would sort out the cancellation.The medical aid was NOT cancelled and a debit has gone off my account. i sent her another email on Sunday, giving her the entire day today to come back to me with a solution. i informed them that i want that money reimbursed including the debit order charges. its pathetic that in this day and age, people feel that they can still give the wrong advice and get away with it??