Unacceptable service for refund request

On 25 November 2020 I called in to request a policy cancellation. I had to call in three times before I could be assisted. The lines keep on dropping, no one called me back after providing my number multiple times.

No one called me back still, on Monday 28 September I called back once again and was advised that my policy has been cancelled. I did not receive any email confirmation regarding the cancellation. On the 29th, I called back again and only then did I receive an email confirming my policy cancellation. I was also advised that the refund request has been sent to the relevant department for my refund to be processed.

I am still waiting for my refund to be processed. Yesterday, 19 Oct 2020 I called to follow up and was advised that my refund request was never sent to the correct department. I was also promised a call with an update before 12PM today, 20 October 2020; that did not happen. I then called back this afternoon at 3:30PM in order to get feedback once again, I was advised that my refund was sent today and I have to wait 7-14 working days.

I honestly do not understand why it is so difficult for me to be refunded back an amount which has been debited from my account. I constantly have to contact Santam and take my time and airtime yet my requests are half done or not done at all.