Very bad and pathetic service

So I've been a loyal client to sanlam for +- 7years now...so recently 3months back one of their consultants came to our work place where they check your things and see if you happy ....so this lady Ms Zandile Nzelani offered me a new deal to replace my old policy with a new family package cause when I started we were two now we are four...so in my mind as the lady explained maybe the next month there will be a double deduction and they will refund me if that is the case which I was totally fine with...so I received my payslip before the pay date and that was 2 weeks before the time so I notified them that my payslip shows the double deduction and this lady said when it deducts they will refund so paydat comes and I notify them again because it is R262...two weeks pass already I contacted Sanlam again and again through the consultant...they do not follow up or anything unless I say something...so a month passed I wrote emails on top of emails...no response nobody phoned me once to clarify this matter it's month 2 already and they still haven't refunded me....they refunded me a R99 only and all this lady can tell me she lodged the complaint and I will get my refund but still no answer ...Im very unhappy and unimpressed not to mention angry because it's my hard earned money and the fact that they didn't even follow up after I sent numerous emails