No refund being processed, only red tape.

My mother passed away on 24 April 2024. Bonitas still had her premium go through at the end of April. They couldn't refund it without a letter of executorship. We sent the letter of executorship with all the other required documents in October 2024. 19 November they rep**** that they need contact number/s of family members for verification questions for refunding. My contact number was sent on 20 November. On 27 November they rep**** that my number is unreachable, but I never received any phone call from them. We again sent my number, they did not call. 27 January I phoned them and they said they would escalate my query. Nothing happened. I phoned again on 10 February. They said they would escalate. This time, they rep**** that the estate documents (which we sent in October) was too old and has to be resent. Nevermind that it grew stale because they failed to do what was required. Again the documents were sent. Again they asked for contact numbers. Again it was sent. This time, they rep**** that my number is unanswered and my office number goes to voicemail (which is impossible). This time they requested numbers for 2 family members. We sent 3 numbers of 3 family members on 11 April. Still no phone call received. Every time we simply get a new reference number and no help whatsoever. We cannot finalize my mother's estate as this is still outstanding. In addition, we had to set security with the master (which costs R10,000 per year) and which will again have to be paid if this is not finalized by June. How does it work if a person has no family member that you can phone (or allege that you tried to phone)? Must my mother's estate simply pend until we decide it is not worth the time waiting for Bonitas to phone so we can get the refund of money they took off her account a year ago already? I need this to be escalated to a manager who can actually do something instead of just saying it will be escalated. Membership number ***