Incompetencent service

I called the bank to request for a reversal I was told I have a funeral policy that I do not have knowledge off. They put me to retentions to cancel the policy and get my refund I waited on the call for 30 minutes until the call dropped on its own. This is not the kind of service I would expect to get from standard Bank. Going back an forth with my request. I need my refund as I did not open a policy with standard bank.