Query outstanding since 19 January

I am the executor of my dad's estate. He was a member of Gems and they owe his estate a refund of just over R3000! I submitted all the documents to complete the refund in Dec and again on 19 Jan because they could not trace my previous submission. Firstly they need to update the banking details to that of the estate late. This has to be done by membership services! I have been phoning daily, holding for 30 minutes and up at a time. Every time they say they have escalated it. Every time they say they will contact me, NOTHING!!!!! I cannot speak to Membership Services! I don't know what to do anymore! Really poor guys, holding back my mom's inheritance because you are pathetic!