MONEY ****MERS

I would like to just report my unsatisfactory service from sanlam.On the 14th of April I sent a refund claim form which I was told that it was assessed on the 17th and payment was due on the 24, it's the 25th today and I have not received the refund. When I call someone I've been told about three times from different ladies that the money is actually being assessed and still going to get paid the other lady said that the money was refunded but I did not receive it so I am totally devastated and not happy with the service that sanlam has given me.