Frustrated with Savings transfer process

They've been good while I was using the medical. The issue is my membership has been canceled for almost a year now. They are just not willing to pay over the remaining funds, I'm being sent from pillar to post. They don't even bother to look at the query they just tell me that I should send them banking details on my new medical aid. Is this how it's done? My colleague who had the same issue, her funds were transferred to the new medical aid after going through the same frustration, but didn't have to provide medical aid banking details. They won't even contact you, they are happy to keep your balance for as long as they can. I'm tired on doing follow up with cases that never get resolved. Reference number: 170426QJ2WLJ

We appreciate you taking the time to contact the Bonitas family and for your patience.

We sincerely apologise for any inconvenience caused by the delay in attending to your savings transfer.

Kindly be advised that as per reference number 260126QBXY1W we will need the banking details for us to do the transfer.

Please send the banking details to *** and the turnaround time is 14 working days.