Waiting for tooth/chrismas ferry to refund me!!!

***/ ***/ ***. My medical aid was supposed to be effective 1 August 2015. Discovery decided to debit my acc on 2 June with R1563.00. I was promised a refund in 5 to 7 working days after the bank has confirmed the funds have cleared (emal from Isabelle Koffeman). I waited patiently for 2 weeks and today on following up as to why I have not received my refund, there is an email from Kea Leso stating that they need a copy of my ID/letteror statement from bank confirming my banking details as they do not have my banking details. Its either this person does not have a brain or I am missing something here. How did you debit my acc if you do not have my banking details. When I was told to wait 5-7 days for a refund, was this all a lie? or was I going to get this money from a christmas ferry or tooth ferry? I am not yet a member and I think I must reconsider and get another company rather to take care of my medical aid. If this is how I am treated before I am a member, how will I be treated in case of a valid claim. Bunch of ***********,clueless people playing with their fingers all day!!!