Unable to get Savings refund!

After a successful membership with Bonitas, it saddens me to report the dismal experience I have had getting my savings refunded after cancelling my medical aid. I cancelled in December 2024 and was advised I would need to complete forms for the refund of MY savings. I completed the forms and sent them on 6 January 2025 and received a confirmation email that they were received and the refund would only be in May 2025. Following that in February, March and April I received emails asking to complete the same form, and thought it was a system error until finally calling in April Ref 020425QW87JH, and the lady confirmed all had been received, I would stop getting the mails and to wait for my refund in May. Then months after submitting I get a request for a clearer copy of my ID done with my phone, sent 25/04 copying in the mail reference 190425QX21VL and repeated requests for a certified copy of my banking confirmation letter, they did not accept the electronic version from my banking app (accepted countrywide as proof of account), they did not accept an original printed at the bank with a bank stamp (sent 19 April), they insisted on it being certified. I sent a certified copy stamped at the SAPS as well as with the bank stamp of 19 May from the bank (not older than 3 months) and still receive this mail:

Reference no: 250425QX7W8D

Thank you for submitting supporting documents however in order to process the savings refund balance, we require a clear ID copy and proof of account which needs to be certified within a 90-day period by an accredited commissioner of oaths.

The most frustrating part being that I was a member for close to 5 years and they have proof of my identity already, and the account into which I requested the refund is the same as the account they debited me throughout my membership. I also escalated the issue on a call Ref 230425QX4JYH and was told I would receive a call within 5 working days and nothin until today.

I find this to be a blatant attempt by Bonitas not to refund me and draw out this process indefinitely, how many more times and versions of the same documents should I send! I will report them to the council of medical schemes if this is not resolved ASAP