Sanlam Reality -

I have noticed a debit order on my account for some time now and eventually managed to get to the bank to query this debit order - it came out to be Sanlam Reality for which I never signed up. I queried this with them and said that my husband has signed up for this in 2010. I asked for the recording as my husband can not recall signing up for this. They could not provide me with the recording and said that the money will be refunded to me. For 2 and a half weeks now I have been waiting for the refund with empty promises, when I phone to query, they keep on saying that it is with finance and not been loaded yet - when I want to speak to someone in finance, they can not transfer me. Even ended up at a manager who would have phoned me back, never happened. Once again, just received feedback that the finance department is not available! They have been sitting with my money for almost 5 years, it is very unreasonable and unacceptable. I need a director or someone higher up to step in and help me.