Poor Communication!

I am writing another review on this platform because my emails and calls are not attended to. I am a very unhappy member of Bonitas medical aid. I previously wrote a review on how my unemployed mother was placed on the highest income bracket and was charged the highest premium for her medical aid. Bonitas did respond to the review and placed her on the correct income bracket, But no one wants to answer my questions about refunding her the difference of the incorrect premium charge. It was more than double her normal premium. Her overdraft facility was used and she was left without any money for the rest of the month. We have bank statements to prove this. I did try contacting Bonitas numerous times. I did receive an email on 24 Jan 2024, stating that my email was forwarded to Boncap for review (Reference number: 220124Q0LWLY), how long do I wait for an issue to be resolved? This issue has been going on for a month now. My broker also escalated the issue on 22 Jan 2024. We are both still awaiting a response.