Service not satisfactory

My mother is a retired nurse. She had to pay her monthly membership cash from 1st May 2015. We have been paying an amount of R2406 p/month. The pension fund office then sent a letter which we submitted to Bonitas to re-instate a refund in October. I spoke to a lady in October who confirmed receipt of the letter and was going to arrange for the refund.<br> <br> Yesterday 3rd November I phoned on her behalf enquiring about the refund and was promised feedback by a lady called Joyce. When I got home my mother showed me 2 sms's of debit orders which went off her account for R1352 & R894, both reflecting her medical aid number.<br> <br> When I phoned today I spoke to Abe to enquire about the R894 and couldn't get an answer. I was also then informed that an email I received on the 14th October had wrong figures because my mothers contribution is meant to be R1392 and not R1352, my query was if it was a typo, why was the R1352 debited instead of of R1392 yesterday.<br> <br> The biggest problems we currently have is that the refund is taking too long and the R894 debited was meant for her other debit orders of which the bank has returned unpaid & it is going to cause extra charges to her account