Bad service of Teljoy/Absa insurance

Absa/ Teljoy appliance Insurance services are really bad. Its been two weeks since my washing machine went in for repairs. It can not be fixed and will receive a refund for it. The two Teljoy agents Dora and Sepiso has been rendering bad service since I phoned for the claim of the fixing of the machine. They make promises to phone me back which never happens. When requiring bout my washing machine I've been told I cant get it back because it becomes the service providers property. When phoning the service provider I got no hassles from them and no mentioning that its their machine now. Been waiting for my refund but keep on hearing bout 2/3 working days. Its been longer than that waiting period. Thinking of cancelling this insurance of which if been with for more that 10years. Never had this bad service. I need answers ASAP