DISSAPOINTED IN THE LACK OF COMMINUCATION AND ACTION

I have been facing difficulties with communication and action from Bonitas. I terminated my membership with effective date from 31 Dec 2021. They then debited my account twice in January almost tripe the normal amount I use to pay - this caused many problems as my other debit orders obviously bounced back which resulted in more expenses out of my pocket for bank charges and so forth. Very inconvenient! In February 2022 I have been informed that I have a credit on my account. I then requested for the credit amount to be refunded to my account. I then received a mail stating the following: "we need recent stamped bank statement and ID copy in order to process the refund" the bank statement I can understand, but the ID, I have been a Bonitas member for almost 5 years, all my FICA documents an info is on their system, but non the less, I provided them with the requested documents 3 days later. Then there was no commination received from Bonitas, I had to sent a follow up mail almost everyday just to eventually receive response from them, once again stating that I need to submit my stamped bank statement and ID copy as they cannot verify my account details, which I then forward to them again for the second time. 7 days have now passed and still no refund has been made. I received a mail on the 17th March informing me that my query has now all of a sudden been escalated to their finance department. And so the struggle will just continue and the follow ups every day. Very disappointed and frustrated with the situation!!! How hard can it be to refund a client!!!