Vodacom insurance

Vodacom insurance lady called me, it been days now that they investigate and come back to me with regards to my pay back money from my premium that I have been paying to them with out not been insured on any device, it is all bad service it months already sitting on this cases with out no solution to assist me by paying my money back. I saw one of the email they send to hello Peter that they will not be paying back my money why won't vodacom insurance pay me back my money I need all my money back please. Am a loyal customer to them I do not deserve to ne treat in this way at all