SAVINGS REFUND

I was part of the medical aid for 2 years... Had to leave the medical aid as I became unemployed. I was sent a confirmation email that I had savings due to me but the banking account they have on their system. Was advised to send new banking details and was also given a form to fill in and send back, which I did all this. I follow up regarding this each week but the only feedback I get is either I should wait... Today I have been told they have not received the pdf files sent after a long time communicating with them. I just want the refund to be transfered to the correct account that's it.