3 weeks and still no response

I received a call from a Truworths Insurance call centre staff member telling me about a benefit on my account which had not been activated. He told me about hollards funeral plan that will be activated and i won't have to contribute a cent as this was a benefit. To my surprise on the 23 October when i received my account statement i realised that there was an insurance premium of R90 added which i had to pay. I called the Truworths customer service immediately and explained what had happened. The operator who assisted me sent through a request to the sales department requesting the recording of the sales. I was told the request normally takes 10 to 15 working days. Today i called to follow up on my complaint but to my surprise i was told i would have to wait another 10 days for a follow up request to be made. So truworths is this how you treat your clients cause according to me Truworths and hollard are robbing me of my hard earned cash. Why is it so difficult to get a sales recording which indicates that the ***** you sent to sell me a useless funeral policy? why should i wait 25 working days to resolve this issue??? Can someone please intervene on this matter.