bonitas can not keep to their word

I have been fighting since beginning of February 2022 to sort out the remaining funds, to be transferred to new medical aid. Each email I sent came with a , no reply, sent from the bonitas group stating, we will handle this, here is your reference number. I don't always follow up immediately and say a week later I will return the mail with previous reference number and ask what's the status on this matter, and again I get the promise it will be taken care of. In June I lost the plot and send a mail with some words of discouragement. it was than when I got a return mail with, please fill in this form and return mail address. I jumped on the opportunity and sent back before the water becomes cold. July I got word after sending another mail it was transferred to new medical aid. I contacted new medical aid and asked to check where the funds were as they don't reflect. They found nothing on their end. Back to bonitas where is the money. they send me a statement, showing funds nil on the account, again helps me nothing as there is no proof to whom the money was sent to or even if it was ever sent, statements can be altered. Its a constant fight with this lot, contacting them via the phone or whatsapp is to no avail as I am no longer a member so the relevant prompts wont allow you to get to the necessary person to give him or her your saga. So tell me Bonitas why when you're a member you get better the time of day, but as an existing client you get the finger.