No communication and clear business practices in departments

The lack is communication between departments is shocking! My vehicle was involved in a accident on the evening of the 1st of October, claim recorded on the 2nd and the vehicle written off on the 5th. I was advised by my claims advisor that the vehicle would automatically be removed from my profile and the the premium for Nov would not be debited. The premium however for the vehicle written off was debited, I then had to call and request my vehicle be removed and requested a refund as well, well to my surprise, instead of getting my 1000+ premium back, I only received R147.70 how pathetic! I called to query this to which I was told they could credit me R139.00 at the end of this month! No one has since contacted me after I requested my calls be reviewed… I have messages and phone recordings proving my statement which I want settled!