Saving refund

I have canceled my bonitas medical in december Sent documents for a refund of my savings. Waiting period is 4 months as per bonitas policy.

Waiting 4 months and thereafter been told need color copy of id ...sent required documents again. The told they currently processing...everytime i call its the same response, need to reach out to claims or finance team ...or its currently in process wait 7 to 20 working days.

Its been 7 months and still no refund no clear reason why ...last interaction . the agents / manager said it was declined and they have to reprocess ...and still they waiting to process .

Clearly bonitas doesnt want to pay out what is required.

I need a senior leader to call me and explain why can we not get a clear way forward and why does a person need to call several times just to be told nothing ...and why does bonitas not follow their own policy