Appalling Service, Very unhelpful.

My partner and I took out an extended loan on our bond with Standard bank, We accepted the building insurance and life insurance with Standard bank, however after our first payment we started insurance with Shackleton life which we sent all the documentation through to Standard bank to cancel BOTH the building insurance and life insurance, they cancelled the building insurance however continued to charge us for life insurance through Shackleton life after we sent them proof we were already paying life insurance with Shackleton so we were being charged twice yet Standard bank had nothing to do with Shackleton? my partner spoke to several people who could not help him and eventually spoke with a team leader who indicated we needed to send through documentation requested a refund as we did not want to be credited but rather preferred a refund. We sent this through 6 October 2021. 12 October 2021 I received a message stating the query has been resolved and someone will contact me, no one did. 14 October 2021 I called and spent over an hour on the line with Standard Bank having to repeat my story to over 8 staff members who kept transferring me to different departments, eventually a staff member gave me a team leaders number and email, I called twice and there was no answer. I sent an email 15 October 2021 to Faith Zikalala, the response I received was "Good day Trust all is well, We kindly apologies for inconvenience cause we will investigate and advise. Regards faith" I received no reply and sent an email 18 October 2021 asking if the issue was resolved Faith response was Kindly note that it was resolved. Kindly note the letter was sent is there anything outstanding from the request. To that I responded No one has informed me regarding when I will get my refund? This is very frustrating. As management I would assume you would at least follow up with me as a customer however I have had to follow up with you? I get a response that it has been resolved yet you have not indicated when I will get my refund???? Not helpful at all. Faith reply "Kindly note that I will follow up with the refund , sorry for inconvenience cause I check and advise." Today is the 19 October 2021 and still no one can tell me about when I will get my refund? they are very quick to take our money every month but when we are rightfully owed our money it takes over 3 months to get a solution and several back and forth calls and emails yet no one can help me? frustrated and disappointed.