Horrible Service!

I have been incorrectly debited for insurance last year November, I immediately called and they have advised that they had a system error and it was their mistake (Calls are recorded so this would be noted) i demanded a credit as this had been going on for a few months, and on that said month i only noticed it. i had probably called over 10 times to them every month since finding out whats going on with my credit, i keep getting told by the insurance department, they see it on the system however there is a backlog and they will attend to it. to date no one has bothered to attend to this. Today i called and the agent whom i spoke to in insurance had no cooking clue what i was talking about. The call center agents leaves you on a hold for hours without a care in the world!!!! if i didnt have a 2 year contract with them, i would cancel immediately ! UNACCEPTABLE SERVICE ON ALL LEVELS!!!!!!!!!!!!!!!! however they are very fast to debit me every month, when it comes to returning the money when they are at fault this is the service we get!!!! I WANT SOMEONE WITH SENIOR AUTHORITY FROM VODACOM TO CALL ME IMMEDIATELY REGARDING THIS!