Santam we don't refund!!!!

I cancelled my policy on the 4 November 2018 and got an e-mail stating that I will be refunded "SHORTLY". I contacted Santam on the 19 November 2018 to enquire about refund as when you purchase a new policy Sanatm deduct the money immediately. I was informed by the consultant that "I" had not arrange for a refund with the respective department. No senior personnel was available at the time all in meetings apparently will come back to me asap. 5 Hours later no reply. Phoned again and what a problem to get somebody to listen to your problem. A new consultant eventually spoke to me and said no arrangements made for a refund yet and promised to come back to me asap. Pleeeease this is a refund and not a claim. I am so fortunate that I did not claim during my time with Santam just imagine the struggles that I would have had. Santam you have lost a good policy holder.