Sanlam not taking ***** case seriously

Sanlam deducted money for a policy I did not take , I phoned their head office was advised to cancell and lodge a ***** case ,went to their offices with necessary documents and I was told to wait 6 to 8 weeks for the Matter to be finalized, I have spent a lot of money making calls to them ,and told to wait sometimes they will say they will phone back it's been 4 months now still the matter is not yet sorted .I was also told they are waiting for the policy document from their sales agent ,yet they deducted without waiting for that document ,they are not taking this matter seriously, I need a way forward regarding this issue ,from Thembelihle Shezi