Lack of service and feedback

Earlier this year, I decided to do a comparative insurance quote with some other suppliers, and Standard Bank came up with the best quotation. I was happy to commence my policy with them as at 1 March 2016, however towards the end of Feb, a stone cracked my windscreen and due to timing, I requested that the policy date of inception change to 1 April. First I receive a cancellation of the policy- which is not what I requested, every e-mail to the person who originally sold me the policy remains to this date, unanswered. Calling the call center is an utter nightmare, as you wait at least 10 minutes to get through to anyone, and every one seems to have a different answer to your query. My policy was due to commence 1 April, and again, due to unforeseen circumstances, I needed to change the date to 1 May- vehicle repairs due to a hail storm. I received a call confirming that they date of inception had changed to 1 May. However, they still took off a debit on 1 April and I am STILL awaiting a refund. My e-mails are unanswered. The story changes, in that the refund according to a call centre agent should have been refunded on Monday or Tuesday- STLL WAITING