Appalling service from Naslie from INSRAP!

I have been dealing with Natalie Martin from INSRAP since 01 March 2024 and it has been a less than pleasant experience. To start with, I had write a review first for her to even get in contact with me. If I had not done so, lord knows when she would have gotten in touch. I had to pay R2000 to INSRAP and it took until the 6th for the money to get to them because a Nedbank ATM had swallowed the money I was depositing to them. The transaction that required that deposit to be made eventually got cancelled so they needed to refund my R2000. I got given the run-around about sending proof of payment first before the refund could be processed. Eventually, I got confirmation from Nedbank on Monday, 11 March that they had sent payment confirmation to INSRAP (after they had processed the payment on the 6th already) which I communicated with Naslie. Naslie proceeded to advise me that she has forwarded my details to the accounts department. I asked her how long it would take for me to get my money and she did not respond. Today is Wednesday, 13 March and I still have not gotten a response from her or anyone else in the company and I have not received my money. I do not know whether the refund has been processed at all or how long it will take for it to be processed. I do not know if this is how the whole company operates or it's just Naslie who ignores customers but I am extremely dissatisfied with INSRAP and I hope I never have to deal with them after they have paid me my money.