Frustrated and exhausted

I have been trying to get a refund for the past 6 months. 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. They have been asking me to send an email of the same thing I did in January. 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