No feedback on refund claim

After cancelling my medical aid, there was money due to me which was the balance of my Medical Savings Account. I emailed Discovery and they told me I had to email them stating I wanted the refund, which I did. then I received an email to say in 3-5 days I would get a response. 38 days later no one has responded. I phone them and they tell me I was supposed to write a letter and send as an attachment which they didn't tell me in the first place, they just said send an email. Then they put me through to Finance department, who apparently have their own turn around time, upon asking if their turn around time was more then a month, the lady put me on hold to look into it, next thing the call was dropped. This is unacceptable. I've waited for over a month. I never missed a payment, but now they I need a refund, there's all sorts of problems.