Telephonic promise not kept

I called Std bank vehicle and asset Finance on 06/012016 at 10:43 out of common courtesy to advise them that the vehicle I financed with them was in an accident on 26/12/2015 and the Insurance is busy with the car. I spoke to a lady in the claims division whom I enquired what would happen to my monthly installments. I was concerned that I would be paying the premium for January for a vehicle I do not have. <br> <br> When I enquired she advised me that they have to wait for the Insurance to settle the debt owed. I further enquired about my mothly installments and what if its deducted before the settlement what would happen and would I be refunded, she advised me that I would be refunded x2 on the call. <br> <br> The vehicle was settled early Feb so I called to enquire about the refund as the prem was deducted, i was told by Phylis that I am not entitled to a refund so I explained my reasoning and she advised she will have her manager call me back after 9am today...I am still waiting for the call.<br> <br> I have been a client with std bank for many years and have not come across such appalling service. I want my premium refunded if not I am taking this matter to the Financial Ombudsman.