Bad customer service

I informed Bonitas of a saving plan payout due to me on the 14th of April 2016. All relevant document was sent and confirmed receipt. I was explained that I would take 7 days at the longest to pay out. I have sinced phoned back on 3 occasion after which there was another promise made of payout on the 28th of April and then yesterday after holding on the line for approximately 10minutes another consultant confirmed that no instruction was given to credit control to pay out the money. He promised to email me back yesterday after we ended the call to confirm when payment will be made an since I have yet to hear anything from Bonitas. There is obviously a reason people switch service providers or medical aids and this is just an example of the number one cause. A complaint is a last resort and hopefully they will make an effort to get this resolved. This has been a very frustrating experience.