Refund on MSA balance on terminated deal

I have resigned from the company I was working for and had a medical aid with discovery and my contract was terminated end of May 2015, I contacted the medical aid last month already and was advised by one of the consultant that if I want my savings to be paid I must forward a letter which I did and they only actioned my request in June have been in contact with the call centre however I am not getting any positive feedback, the last call was made today 15 June and was promised that Shinice which is one of the consultant will contact me before close of business today however was not contacted, the lady I spoke to gave me a call *** and my ID number ***. I have spoken to a lot of people but not getting any help.