Lack of communication regarding delays for refunds

I submitted a claim for refund both on the 24th of January and the 2nd of February. Its long after the turnaround time for processing but no one bothers to contact me and advise what is causing the delay until I contact them myself. I have already followed up 4 times and i was only told these types of claims are put on hold by IT and no further explanation as to why or for how long. I've been with Bonitas for years now and every time there's a delay in processing, no communication is made. I receive no feedback unless I make contact. This is unacceptable. Bonitas receives my contributions on a monthly basis without fail, I'm not understanding why is it so difficult to have a system for clients to receive feedback regarding the status of claims when they are not meet their SLA. In an ideal world, I would like my service providers to submit via medical aid but unfortunately that's not the case. So I don't always have extra money lying around to pay as I pay medical aid for that. Yesterday I called and the Consultant said he will get back to me in 2 minutes while and I was on hold for more than 20 minutes until I hung up, and that's airtime by the way.It would be great if someone would get back to me regarding what is going on over there and why this IT people taking too long to resolve the issue because it is an inconvenience. Bonitas is dropping the ball.