Savings Account Refund Delay

<p>I changed my plan from Beat 2 to Beat 1. Before I made the change, I spoke to a consultant who told me I could get my savings account balance back into my account. So she said I could use it on medical expenses. Since I don't frequent the doctor, I thought it is a great idea to change plans. So the change was done but no refund of the savings account was made to my account by debit order date. Craig had forwarded my documents and arranged the change. I contacted the chat about few day after the debit order to check on why it was delayed. Suzan told me that they only refund it in 5 months. No one had informed me about that before. I told her I need the money for medical expenses and 5 months is too long to wait. I don't have the money for medical expenses. She said they need to pay doctors that still need to claim. I told her I don't have any claims outstanding. She asked me to send a service e-mail to request the refund and I did so on Sunday 8th Jan. Today I contacted the chat and spoke to Candace. She told me it takes 3 to 5 days to process an e-mail. The automatic reply did not say that. It said to contact the call centre if you need an urgent response. That is a long time to wait for a response, surely I should be informed of the turnaround time so I know what to expect. So many inconsistencies, bottom line I need my savings account money to be transferred to my account. Don't tell me how long the process takes, just give me solutions.</p>