Saving refund- no communication

I am writing to formally express my strong dissatisfaction and lodge a formal complaint regarding the unacceptable service I have received from Bonitas concerning my outstanding medical savings refund. I did a follow up on monday and yesterday till now no reply. I was explicitly promised that my savings refund would be paid out on 21 May 2026. To date, I have not received this payment. Every time I contact your office to follow up, I am given conflicting information. Most recently, I called ***—the number provided on the Bonitas website. The consultant informed me that she could not assist because my profile no longer appears on the system. She explained that the scheme's administration has transitioned from Medscheme to Momentum, and that they cannot access information for customers who terminated their contracts last year. They said I should contact medischeme to be assisted. Bonitas sent no prior communication stating that our profiles would become inaccessible after the administration change. As a former member, I require clear direction on the way forward to resolve this matter. I request that this issue be escalated immediately and that my refund be processed without further delay. Please advise on the exact date I can expect the funds to reflect in my account. Membership no: *** ID NO:***