Bad customer experience and inconsistent feedback

I contacted Sanlam on the 02/10/2017 because I was disputing a debit order that was deducted on my account upon speaking to Vuyiswa Gatyeni she promised to escalate the matter and advise of working days turnaround time. The contractual agreement for both policies debit order was supposed to occur on the 01/11/2017 not the 01/10/2017. No feedback was provided then again on the 06/1/2017 I contacted their call center, Walter answered , the call got disconnected no call back was initiated, tried again and spoke to Nelisiwe and I requested for the Team leader . Pretty Ntaka responded to the call and promised to escalate the refund request accordingly, she promised to provide feedback on the 09/10/2017 and her colleague Sphamandla Mtshali called back on her behalf. She requested that I complete the refund claim form and submit a bank statement for the refund to be processed and I did on the same date, she said I must wait for 48 hours to date I have received the funds back. Again, on the 12/10/2017 I contacted the customer hoping to finally get solution to the matter and I spoke to Nelisiwe Mlotshwa but to date I have not satisfying solution. I am a new policy holder with Sanlam I must their customer service is the worst. I am considering cancelling the policies , what will happen if my love one pass away if they cannot resolve a simple refund claim