Overdue refund and lack of communication

I've been with Bonitas since 2016, the company I work for canceled the membership to move to another madical aid effectively 1st January 2025, I understood the waiting period of 4 months which ended 1st of May, I sent my documents to Bonitas on the 2nd of June 2025, they came back to me on the 6th to ask for a clear color picture of my ID, I sent it on the 6th of June. On the 14th of June 2025 I got a confirmation from Bonitas that the case is with the finance department for processing. I have been following up since the 17th of June, to date no payment has been received. No communication from Bonitas to confirm the status of the refund, I have been doing the follow ups with no clear indication on when the payment will be done.