NUMSA FUNERAL POLICY

It's 4 months now since I've been communicating with them about my premium, in February they sent an sms about the premiums that are going up and also prompted that if you want to remain on the old premium you only get 84% cover and i filled out a form to say i want to remain and till now i have not received a satisfactory response, i call every week some days they promise me a refund for those months and some days they know nothing about a refund, my old premium was R541 and now it's R699 and to me that is too much, why do they give you options if they are not going to follow?