Refund query

I have been trying for over a week to get my refund our from Fedhealth Without any success. I've been a Paying member for over 12 years and when I left my place of employment in July this year my membership was terminated, I was asked to complete a continuation form, I did complete the form but I was declined and told that I have to I have to complete a new application for and go through underwriting as a new applicant, how is this possible after being with them for over 12 years? I the sent them an email requesting that they refund all contributions done after the termination of my membership, I was asked to email proof of payments, proof of bank account and my ID but nothing is happening since the 01.12.2023 and I have spent over R300 on airtime calling Fedhealth, it's like their consultants are using different systems, every time I follow up with my query no one knows what I'm talking about. Their service is appalling. I want my money Today.