Santam lies, and ********* to client

I would give no star if it was possible, Santam does not deserve a single star for the type of bad service and horrible client experience they are giving in this case. I am resorting to this platform because of the way Santam **** to me. Despite Santam confirming via email on the 20th November 2025, that they will refund me and that the process could take between 7-21 days working days, till to date Santam has not refunded the money; something i find so deceiving, unfair and unfair because by delaying paying money that is due to a client the company is enjoying undue benefit at the expense of the client because while lying in their cofers the money benefit them when it should have been in the hands of client. I hope Santam is not delaying the refund to first earn interest on it or to fund or compensate for some of their operating costs. The complaint dates back from September 2023 when i realised that my car insurance premium was overstated due to a duplication of extras that caused the cover amount to be overstated which in turn resulted an overstated monthly premium. In 2023, i was told as per Tasneem, the consultant who was handling the query, that the matter is receiving attention and the issue will be resolved, nothing happened. In 2025, seeing that no refund was happening, I began to wonder if really the refund process can take that long, then I resorted to the Hello Petter platform so that the matter can get the necessary attention by the relevant people. Again I encountered Tasneem who eventually said Santam will give a refund and review the premium. On the 20th November 2025 I received an email confirming what that they will refund but I am very disappointed to learn that again Santam ****, it was just lip service just like in 2023. As a client i was deprived of being charged the correct amount of premium due to their overstating the amount of cover which enabled them to charge an overpriced/overstated premium. What saddens me the most is that I have tried to call Tasneem or Ryan to ask about the refund but every time, whenever people learn that i want to enquire about the refund they never put me through, they send me from pillar to post, someone said to send a message for Tasneem to phone me but i didn't receive any phone call. I sent an email but nobody rep****. Is this conduct by Santam even allowed under the FAIS Act and Consumer Protection Act, I think Santam is dishonest in this case, I am very disappointed. It is like as if those that are answering calls have been told not to put me through. Is this the way Santam operates.