Refund and new cards

Last year in November we were given an opportunity to change our Medical Aid Options at work- which I took to move from the Bonsave Option to the Primary Option - but to date (05 May 2023) no new card(s) has(ve) been received. When I called on the 2nd of May to enquire about the cards, the agent/consultant on the other end then made a request to have new cards delivered, stating that I will receive them within 2 weeks. Why would I have to call first to get new cards when my option changes were already acknowledged in December 2022? Also, at the beginning of the year I received an email informing me that my refund will be processed after 4 months (April) and paid into my "verified" bank account (I was asked to send a confirmation letter from my bank verifying the validity of my account) within the first week of May. When I called, the agent indicated that her escalation was only then going to trigger the processing of my refund. Why wasn't it even processed as per the email sent earlier this year? Bonitas has a habit of disregarding clients' concerns, and their processes/policies are not consumer friendly. Seemingly, it's all about a quick buck and what suits their interests. The first opportunity I get, I will definitely be changing not just my option this time, but the medical scheme. Bonitas is most certainly inconsiderate and doesn't deserve to be in business.