Tired of Standard banks soft shoe shuffling

I lodged a query with Standard Bank funeral insurance department on 16 July 2023. I happened to be reviewing my funeral policy only to realise that my dad was still on my policy and he passed on in 2021. I got in touch with Standard Bank and was advised accordingly regarding the process and what documents I needed to send them. Needless to say , it has been a tedious back and forth , phone call after phone call and obviously not getting through to the same person that initially handled my query. After days of not getting any response I got in touch with the complaints department. I was assigned a complaints specialist who got back to me and advised that I my refund is PAID and that my matter was now considered closed. I waited approximately a week , and sent another follow up -no response. On the specialists e mail signature was the 1st Escalation whom I e mail and explained my predicament- no response to either I called their call centre yet again and was told that Gugu the specialist would call me back - no response !!

This is really frustrating because during this whole debacle my debit order was reduced sans my late dads premium contribution , however instead I have 2x debits orders running off my account , 1- old premium, 2 - with the new premium without my dads contribution.

Standard Bank please pride yourself in honouring your word , I’m truly disappointed coming from a banking background and experiencing this level of service is rather disappointing to say the least .

I trust that this is the final form of communication that I am writing to you in aid to get this matter resolved.