Lack of service and rude staff

<p>I needed to claim an amount back from Bonitas after paying a specialist upfront. I read the claims procedure on their website stating that you could send an email to claim and to ensure that your banking details are correct. I called and could not get through so I sent the claim with my banking details on the 20th of Feb to claims and queries as I was not sure what banking details they have. Aftewards I received a claim aknowledgmenat and payment advice for the 1st . On the 4th of March I received an sms that my claim could not be paid due to incomplete banking details. On the fith I enquired what was incomplete as I had sent my banking details with the claim to both queries and claims. On the 7th I received a mail stating that they require a signed updated letter, copy of my id and proof of account. I sent an email through the same day also advising that they could have responded to my email sent to queries and claim with the above as saying ensure your details are correct does not indicate that sending them via email would be incorrect. I called Bonitas yesterday as well and got thorugh to someone saying that Bonitas are too busy and they will not be able to take my call today and that their company has been asked to take messages. I told her that I urgently needed to speak to somone as I received payment advice for the 9th. She took my number and said Bonitas would call me back. Nothing happened. I called the whole day not getting through to Bonitas and when I eventually came through I was spekaing to a rude lady. I did not get her name as I was busy typing my membership number when she answered. She constantly interupted me that I eventually had to ask her to please stop interupting me. She advised that my payment would not be made tomorrow as I was supposed to call obviously by that stage I was worked up as it is impossible to speak to someone who keeps interupting you. After recieving acknowledgement and claim advice anyone would assume their banking details are correct, yet when calling today and yesterday I did not get through so calling does not help either. When asking to speak to a manager she said that she will put me through but their working hours are untill 16:00. The Bonitas website states 17:00 she said on my card it says 16:00, but my card does not have anything on it. It is bad enough that you can not be emailed the correct procedure before being notified after the payment date that your details are incomplete, but then you are treated like an idot from a "service" provider. The reference was ********** 7Q608RJ.</p> <p> </p> <p>I would appreciate if my complaint is dealt with .</p>