Bad Communication - Refund

I am extremely frustrated with the lack of communication and transparency. I have been contacting Bonitas for over two weeks regarding my refund. I left the scheme more than six months ago and submitted all required documents. Every time I send an email, I only receive a reference number and the same generic response: "Please note that the refund has been prepared & has been referred to our Finance department for vetting and final verification." This does not answer my question. How long does this process take? Why can’t you provide proper feedback and keep members informed? It feels like we are left in the dark. Please improve your communication and give clear timelines. Members deserve better service.