Request for Clarification on Funeral Cover Refund

My Brother initially took out a policy at Shoprite Naledi which included myself and both of our parents. Upon returning to the store to correct some personal details that had been captured incorrectly, he was informed that my father was ineligible to be added to the policy due to exceeding the age limit.

The attending agent advised that all premiums paid on behalf of my father would be refunded. He requested the refund to be sent to my bank account as he does not have a bank account, he provided my banking details for the refund. However, I received a notification of only R31.20, which appears to be incorrect. He was informed that he would be refunded for five months’ worth of premiums paid for our father.

We kindly request clarification regarding the refund amount and assistance in resolving this matter.

For reference, we previously sent an email and was issued reference number ***. Upon following up, we were given a new reference number ***.