Bad service and no feedback

On the 25th of March 2019 I was debited more than the agreed premium.

When I called in on the 26th and spoke to Mumtaz Ishmail, she advised me that there was an additional benefit for my father in law(FIL). About a month earlier I called in and requested for a quote for my FIL and I was assisted by a guy named Thabang. He couldn’t help me immediately and he called me back with the price. I did not take up the cover with him. To my surprise, he added the benefit and I was charged for it.

Mumtaz advised me that I will be refunded but she firstly have to take up with the underwriters and other senior people involved to go through my complaint.

It has been over a week and I have not received any concrete feedback on the matter.

On April 2 I was called by Thuli who had taken my details down on the 1st of April because the system was offline.

She advised me that Mumtaz will call me back before end of business day (2 April)as she is awaiting feedback from the technicians.

For a week? What is taking so long to listen to the call and process the refund?

Another thing which I have a problem with is the fact that only Mumtaz can handle my query.

On more than one accession when I call for an update and not get her, no one can assist me.

They want to transfer me to her or ask me to wait for her call.

Thuli advised me that she cant assist because she does not know about my query as the notes are not update.

She can only see that the benefit has been removed but she does not know why.

How is this customer service when only one person can assist on a query?

Should the notes not be updated at every interaction so that any person can assist your clients?

What happens if she is absent? On leave? Do I need to wait for her return?

May I please be contacted and get my refund bac****