Failure to get refund settlement and poor communication

If I could give a rating below 1 I would. I have been trying to get a refund for payment made in November 2019. The call centre agents have a very bad attitude, you literally have to beg people to assist you. They sound like they don’t know what they are doing, they will make you hold the whole day like it’s a toll free number. Till this day, no one can assist me. I had to go to a walk in Centre to get assistance because their head office doesn't call walk in centre's directly. They have been asking me to send an email of the same thing I did in February. I am frustrated and exhausted. Clearly we are being punished for using this medical aid and as a government employee it’s not like we have any other option.