Bonitas Refund Nightmare

I have been a member of Bonitas for more than 5 years. Last year I cancelled my membership, and I was promised that my money in my savings account would be refunded within 5 months. After the expiry of the 5 months, I called Bonitas again to enquire about the progress of the refund. I was instructed to send certified copies of proof of banking details (the very bank account Bonitas has been debiting for the past 5 years) and a certified copy of my identity documents (the very document they had in their possession and records for the past 5 years). I send these documents and was assured that my refund would be actioned within 5 days. Alas, after 5 days, Bonitas is sending me from pillar to post telling me that their Accounts Department is still considering my refund request. What has Bonitas been doing for the past 5 months waiting period? Secondly, I have been requesting my tax contribution certificate for my tax submission purposes. I called Bonitas more than 5 times and every time I call I promised such documents immediately after our conversation. But that never happens. Bonitas camouflages as a caring and professional Medical institution for its clients. However, its true services are revealed once you terminate your membership with them. They will conveniently shift the blame to their Accounts Department claiming that they are busy reassessing your refund without giving any turnaround time.