Sanlam-Pathetic Service

I have calling and emailing since 7 June 2021. No response on email. No assistance on the phone. I get transferred from one person to the next. Eventually asked for manager and was put on hold for 25 minutes until I hung up. I called again and was told she is still busy. All I need is a refund on the excess I paid when settling my account. One person told me I need to send proof of payment even though they can see the payment reflecting. They dont know why but I must send it. Called 4 times, and emailed on 30 June again, still no one has come back to me.