Very poor service

I am really disappointed as I have never thought that I would ever complain about receiving bad service from Santam. Beginning of October I made changers on my policy which I was told I would be credited on the next debit order but later that month I decided to cancel the policy effective end of October.I called during October to ask that they must now refund as I have cancelled the policy and taken a new policy with Absa I was by the uy I was speaking too that I must wait until payment reflects on their system and I must call back after the 1st of November. I called on the 5th of November 2018 spoke to a lady who told me that they are processing a refund and it should reflect within 11 days. I waited nothing happened and the 11 working days passed. I called again on the 20th or 19th of November spoke to Tracy she said she will followup with payment department and she will get back to me. I called gain the following day she said she will now refer matter to manager. She called in on the 22nd of November and said the refund will reflect latest 48 hours. I called again yesterday as the 48 hours have long passed spoke to Nobuhle who said she will investigate and promised to call me back yesterday but till now I am still waiting for her call back. I called today spoke to a lady asked her to please put me through to a manager i was put on hold for 10 minutes. I need to understand to transfer a call does it really take that long. Spoke to Faizel the manager who now tells me that the refund has not been authorized. So I need to understand everyone thaT I spoke to before Faizel has been telling me that the refund has been authorized. I am now shocked as it means someone has been lying to me. I asked him to go through my policy as I believe every time I called the consultants made notes and I asked him to call me back with a proper solution guess what he has not called me back either. If I don't call 0 ********** 44 to follow up no one bothers to call me back. I spent over 30 minutes on a call today. I am really really disappointed at the level of service. So I would like to know how much longer must I wait for a refund or just R350?