Sadly Poor Service

I have raised concerns regarding a refund that Santam owes me , the people were very helpful in the beginning but everyone has just gone quiet , complaints team ,legal team everyone have stopped replying to my emails , I make phonecalls just to be told I'll be contacted with no return calls . This is very sad to see such service from a so called reputable company. One always tries to solve issues in a civil manner but when you are met with silence what will the next step be ? To get lawyers involved? Really not the route one would prefer to follow but what else do you do when faced with such a matter ?