Refund grievance

Hello my name is Matthews Sokopo, on the 2nd of november i opened a case of ***** at which someone **********ly opened policies using my details, after weeks of forensic investigations, i was called by the forensic department on the 7th of december and informed that the case was concluded and closed as ***** and i therefore have to refer to any sanlam centre for a refund process, i submitted the necessary documents, but on Monday i got another call that i need to sumbmit proof of deduction, of which i did, today i recieved yet another call that my money would be payed only after the audit process which may take 1 to 5 days, but surprisingly on the 27th i submitted a refund form for the premium that was deducted and the payed the following day, but why does it take them this much to pay me just what i deserve, I'm the victim here and yet sanlam is treating this issue as though i asked for it, I'm not happy with sanlam and will never used their services in the future nor take out any policies with them..