50% service and 50 % refund what a good day lets g

i was paying dual insurance on my property i purchased in january 2012. i then requested for SAHL to cancel my insurance and i did do a claim with the other insurance company, it is fair practice that SA Home loans refund me 100%. when i queried this i was told By Sandile myeni<br> \Kindly note that once refund is done I will forward this matter in our insurance department for now lets process the first payment if they is extra money to be paid to you they will advise you accordingly."<br> is this really how we do things? i did mention to him that im unhappy with the way he emails and responds however he cant seem to understand that when a customer asks a question "