Outsurance bad service

Only after accepting a car insurance quote does Outsurance tell you that there is a joining fee of R325. It's wrong practice to do that. One should be told verbally and in bold writing when quoting. Upon complaining I was told the joining fee can be waived. I asked for it to be waived and to get a refund. It is now a week since they quickly took my money and I still have no refund. I cannot get anyone at Outsurance to put in writing exactly when I will get the refund. When I phone thrice this week I am fed lies or put on hold for ages. I am seriously considering cancelling my policy. If this is an example of how Outsurance behaves before any claims I shudder to consider how I will be treated if and when I need to claim. They are so quick and friendly to you when they want your business but very different when you have issues.