Worst customer service received

My father had a medical aid scheme with Bonitas and unfortunately he passed away. There is a refund request that my sister and I made, we have sent through the necessary documents atleast FIVE times! Each time a different consultant would ask for the same documents. This has been by far the worst customer service I have received, all it takes is common competence of reading and writing. Nobody has really apologized for anything or shown any interest, I would never recommend Bonitas even to my worst enemy.