Struckling with claiming back my money.

Since last year November I faxed my forms required to claim back money that was left in my savings account after I left the medical aid. I have phone more that 10 time on different occasions to find out when my claim will be paid out, the first time a was told it will be paid on the 23rd of December 2015 and yet nothing yet. phoned them on Friday 8TH of January and send them a email with the following Ref no: 181215QK3Z3L &amp