Unable to get a claim resolved through the Customer Service Centre

Good day, I have contacted Bonitas on so many occasions to resolve and account from February 2019. Every time I call I get a new reference number and every time the agent assures me that they understand and will escalate it. Then I call again in a few days to follow up and I have to start explaining myself over and over as nothing has been done to resolve the account. Yesterday I called twice and asked to speak to a manager, both instances the call was dropped after hanging on for 20+ minutes. Later the afternoon the main member was called and they said they are not settling the account. This morning I went to the walk-in centre in Flora Centre to explain the matter and spoke to Stefaan, he called Bonitas and Gina informed him that the account was sent for re-processing but cannot give me a exact date as to when it will be paid. Stefaan did not give me a reference no, but he said the lady said we must use her name as a reference and allow 7 days. Yesterday they said they are not paying, today they say they are paying!? Please can a manager who is in a position to resolve this matter call me on *** and ask for Sanet in order to resolve this claim. This is very extremely frustrating and unacceptable to keep on speaking to agents that cannot resolve the matter.