lies and bad service

Now I'm at my limits with this medical aid I don't understand if they want to refund me or not they asked me to send my bank stateme and I'd copy not certified I did called me told me I'll get my money tomorow which is Friday today they call again and say they need. A certified copy like realy and prof of residents I told them don't have account only letters I receive is from them I'm from night shift stil have to go to work again for the next 6days I'm tired of all this when they deduct its all sweet but when they have to refund me its an issue IV had just about enough with all this I wish I had a different Medical aid that know how to treat their customers this is totaly unacceptable they make A mistake and I must suffer for.