Wesbank and Road Protect's Unprofessionalism

In September I renewed both my vehicle licenses through the Wesbank Driva Protect. They never contact me nor was i asked for my documents but they took the money at first. Then on one day they send my money back of which I'm calling and nobody at the road protect can give me an answer. I've spoken to Lebhogang, Elandi, Nadia was suppose to check. My license has now already expired and even the grace period is now almost over. So who is going to liable for the fine? They don't even answer if you phone and if you email the only reply you get is the same - your license renewal is in progress. I want a copy of the Natis ASAP and also who is going to pay for the penalty. I will make sure i report this to the OMBUDSMAN AS WELL.