Discovery Health won't refund my MSA balance as stated in their policy

After changing my health plan from Classic Saver with a MSA to Discovery Key Care, I still await my refund for what was left in my savings account. According to their policy, you are eligible for a refund after the fourth month and if you haven't had any claims during the four months. However, every time I reach out to Discovery Health, the story keeps changing from four months to four and a half months and the latest is five and a half months.

Surely policy is policy but every consultant tells me something different and that the matter would be escalated. I've been a Discovery Health client for the past 13 years and I find it absolutely shocking and unprofessional that a simple transaction like this has become a headache and makes you question the competency of such a big establishment. It's a huge thumbs down from me.