Outsurance: You Don't Get Anything Out

I enquired about motor warranty cover through Outsurance in June 2021 and was called by a consultant who proceeded to quote me on motor warranty + car insurance. I accepted the quote but went to go and do my research with my current insurer and realised that what I was currently paying was less with the exact same benefits. I had already been debited for my first premium, and so I contacted Outsurance on or around the 1st of July 2021 to ask for my policy to be cancelled and for a refund to be processed. The consultant I spoke to at the time advised that he would first need to process the refund and would then call me back with more options, but assured me I would not be debited again in the interim. No callback ever took place, nor was a refund ever processed.

I was then debited again on 1 August and called in the next day after I had gone through my statements. I was told by Lindiwe that the cancellation had not been processed and there was no record of me ever having spoken to anyone, which I cannot understand as I recall the conversation clearly. I was promised a callback, which I did not get. I then called in again and spoke to Edward, who told me that he would be escalating to the manager to find the calls (which I had already been told couldn't be found) and was promised this time I would be called back. Alas, no callback.

I called in again around the 11th of August and spoke to a consultant by the name of Asanda for a good 40 - 45 minutes. She did seem willing to assist and promised another callback after she had run through all the notes and tried to help me. But of course - no callback.

On the 25th of August I called in YET AGAIN and spoke to Babsie, who told me she would escalate the matter to her manager Keo and that he would personally call me back to give me a resolution. She also advised she would send an email to everyone involved. I was extremely frustrated at this point - I have paid 2 premiums on a car that is already insured elsewhere - surely Outsurance can just refund me the money and move on with their lives, and allow me to do the same? Apparently not. She called me the next day (first callback ever) to tell me that noone had come back to her yet but I can expect a call. Sure. No callback by anyone, not even the manager Keo. It's like I don't exist!

I then received half a refund in the first week of September with no call and no explanation. I am still waiting for feedback as to why I haven't received the full refund and what next steps are. I am at a loss here as to what to do next. I have never in my life had such a terrible experience with any insurer, much less one who claims to put their clients first.

I'm hoping I get a resolution through this platform, as my next step is the Ombudsman.