Pathetic Client Service

I have been with Stratum for many years and this last year upon reviewing my policy it was noted that I was being incorrectly debited for an additional dependent> The sign up documents clearly stated the amount I was wishing to pay and the number of people on my medical aid however an error on the forms completed ended up with me paying double for the policy. The company did not call to discuss the discrepancy on the form they simply adjusted all the information completed on the form to suit themselves. Upon investigation it was noted that I was paying fees to have gap cover for a beneficiary that did not have medical aid. The clause on the documents clearly states that only members on the medical scheme would be covered. None of this was checked and verified and now that I noted this I requested a refund from Stratum and the are refusing the process the repayment.