Give me back my money.

I have been a customer of Medicare Douglasdale for over 20 years. I recently had a bad experience with one of the pharmacists and decided to take my script elsewhere. I have always kept my account in credit so I had a R 2000.00 in credit and they are ignoring me. I have completed all the required documentation and sent it to Karunesh at head office. He informed me that the area manager Charika has to sign off my request before he can process the refund. I am at my wits end and have no idea how to get my money back. It's cost me a fortune in phone calls everyday and most times just hang up after 20 minutes waiting for reception to answer.