Appalling Service

I called the agent Innocent Ndebele in December 2017 requesting progress on my claim and he explained that it could take up to 60 days yo claim back my excess. He promised to keep me informed of progress but has only sent me one email. I've been following up with him and he simply ignores my emails. To find a manager to assist is impossible. He's obviously not interested so I'm sure I can forget about getting my excess refunded.