Disloyal and pathetic service

I had a medical aid plan with a msa attached to it with them. I cancelled it at the end of April 2015 when i change jobs. I then called in on the 12th of May 2015 to confirm my membership number which was needed by the new company. I also then confirmed the remainder of my msa value (to find out what will be paid out to me) on the account which was R4000 plus. I asked the agent if that will be the amount that will be paid out to me in 2 months time into my bank account and he confirmed yes and confirmed my banking details as well. I then called back yesterday to find out when its going to be paid out and they said only in 2 months time but then the value drop to R900 due to they saying it was pro-rated. I asked to lay a complaint which they said was done once speaking to a manager. I asked for a reference number to the complaint and he rep**** that I won't get one which i feel is totally against the law since I whom laid the complaint needs a reference number to it. I then requested a copy of all the calls to be emailed to me and he as the manager said that it cannot be done which I know is ******** and not abiding by FAIS and the Consumer protection Act. There sewrvice is pathetic