Refusing to pay our funds

I contacted the LibCare on or before 7 February 2018. I enquired about the transfer of our medical savings from them to our new medical aid savings plan. They requested a letter confirming the new schemes banking details. I received an email from my new scheme with the banking details and sent it to ********** on 8 February 2018. Today, 19 February 2018, I called to follow up and was told they didn’t receive an email. I resent the email and he consultant confirmed receipt of said email. I was told that the email is not sufficient because there is no attachment. The same information stated on the email needs to be on a letterhead from the new scheme. I called the new scheme and they eventually sent me a letter from their bank confirming their banking details. I forwarded this attachment to Libcare and this was still not good enough for the debtors department. We ended our membership in December 2015 and these funds are still not transferred. We are not asking for a loan or a favour, all we are asking for is that the money we paid and didn’t use be transferred to our new savings account. If this is not done within 24 hours, I will have no choice but to escalate the matter to the board of medical schemes. I have been patient enough and went out of my way to get what they requested, but this is getting ridiculous in my humble opinion. Please get someone to deal with this that can make decisions.