Agility full of excuses poor service on refunds.

My parents(are pensions) resigned from Spectra med (which became Agility)(30/11/14). My parents where informed that there saving refund from there medical aid would take between 3-4months to pay out provided there wasn't a shortfall ,until they started passing the buck from person to person. April it was supposed to be paid(15/4). still waiting, we where told that Friday(29/5) or Saturday(30/5) that has just past we will have the money in my parents account. still nothing..We are going into the 3 months of waiting since April.<br> Received a call this morning(01/6) again passing the buck as they dont know when the refund will be paid in..Full of excuses. I have all communications on emails i just cant understand that this could take so long..We have had enough of phoning and asking when is the refund going to be paid only to be told they dont know or cant say or pass the buck to someone else..Manage to speak to the contribution manager. but it still feels that they full of excuses and my parents are pensions its not as if the are rolling in the money what is right is right and fair is fair.