Poor service

Waiting period for medical aid savings refund is 4months, now ir six months I've been waiting for my refund. Sometimes I ask myself their work ethics if Bonitas finance and administration department knows what they are doing. Looks like they don't prioritize their clients. No communication at all even how many times you called and submitted the required documents.Seems to me they are using "I don't care mentality" My broker escalated the matter, they just ignore the emails.