Disgusted by Standard bank!!!

I am so disappointed with Standard bank!! I accepted a hospital insurance policy for myself and hubby on 9 April 2021 via telephone. Received a copy via email the next day. The information on the policy vs information from consultant was very different and I queried on 11 April. Acknowledgement received, but no response! Again on 17th, same process. I cancelled the policy on 19th via email, same response. I have been calling, wasting money on telephone bills and all I get is we are responding to your refund. The policy was only cancelled on the 26th after I called them. I was informed my refund will be in my account within 7-10 days. Almost a month later and nothing!! Why, as a large institution do you create this type of stress for working class people? Dont we have enough to contend with?? It is disgusting what big corporates get away with. I am surely looking into changing my bank. If there were no stars, I would definitely rate zero!!!