Sanlam call centre is inefficient

Sanlam must have the worst call centre amongst the financial services companies. Sanlam incorrectly debited my account twice and I requested a refund over a week ago. I called in and they confirmed it was authorised and would reflect in my within 48hours, its been a week. Now when I call, I keep getting passed around to different teams, now suddenly no one can assist. Also, sometimes when they answer, you can hear the agent having a different convo or sounds in the background yet they are not talking to you, I end up hanging up because the call is on but the person is clearly ignoring it. It's really sad, I wish I was not their customer, I now applaud the other institutions, I have never had such an experience.