Horrible Experience from the claims department

I had the misfortune of having a vehicle I was financing with Wesbank be written off after only driving it for 6 months. After my insurance settled the vehicle, Wesbank was meant to refund me the bodyline insurance and extended warranty I had purchased with the vehicle. It almost 2 months now and still I am struggling to get all my money back. I am being assisted by the most *********** person I have ever met who seems to have no idea what is going on and keeps referring me to the dealership and the companies that underwrite the bodyline insurance and extended warranty on behalf of VW. I have to make the calls myself to find out whats going on while she does nothing??? and yet I pay these people every month? I have never been so shocked in my life. This woman even sends me a number on email and says I must call that number as she no longer knows how to assist. Extremely unproffesional!!! I should have bought a ford!