Standard Bank insurance bad service

Standard bank insurance Pinetown branch has terrible service. They made a mistake by taking money from my mother in laws account and she had to pay a penalty. The bank refunded the penalty but the insurance agreed they made a mistake and agreed to pay back my money. She have been a client for decades. I have been waiting for my refund for 2 months now. My mother in law is 80 years old and she called the bank saying she is on her way to them and she will be walking. She has no car and she walked from Dorfner Crescent in Caversham Glen all the way to Pinetown central to sit at the bank until she gets her money. They accepted these terms. I am highly disappointed in Standard Bank insurance. I want compensation for the stress they put my 80 year old mother through and letting her walk so far and the money they owe her otherwise this matter will be taken to the newspapers.