Horrible customer service

In November I had sent through a request for a claim refund with all the relevant documents. After alot of going back and forth, the claim was approved. An sms was sent to let know they'll be paying out the claim into my Standard Bank account. This account has been non-existent for 6yrs, but no one bothered picking up a phone to confirm banking details. I had to call the medical aid to change my banking details with them. They sent me a form to fill and send back with a certified copy of my ID and letter from the bank, which I did on the 1st of December. I was told it would take 5-7 working days. On 14 Dec 2021 when I called to enquire how far the claim is, I called about 09h00 in the morning, only to find out the banking details hadn't been changed yet. The agent I spoke to said he'll escalate the matter to the membership dept to be dealt with because, according to him, the banking details had been changed so only the pay out needed to be made. I wasn't satisfied so I called the medical aid again on 15 Dec 2021 juat after 09h00 and spoke to Shumani. According to him my banking details were still on Standard Bank and hadn't been changed yet. By this time I was furious. After many emails and phone calls and being put on hold for 20min and nothing has been done yet. You ask them to call you back and they tell you they can't. No one bothers confirming anything with us as the members. I am not happy with the service I'm getting from Bonitas Medical Aid. It's by far the most horrible medical scheme I've ever belonged ro.