Payment query or rather non payment query

I have been working for nedbank for 3 years and was put through to their medical aid which is med scheme, I left employment in 2017 and had medical savings that had to be paid back to me of which also I only found out this year because no one ever communicated that with me since 2017. I requested last month for the amount to be paid back as I was advised by MULTIPLE agents that I have over 7K left that had to be paid back to me, I was then transferred to the finance department and spoke to Victoria Maynard who then advised that the amount had dropped to 1900 for some reason and she sent me an Excel doc which is supposedly a recon showing my savings, fine I accepted that and sent through my bank details for payment to be made, mid May, no one got back to me ever since today when I called and was only advised that there were no attachments on the email, I spent about over two hours on the phone sending the email from different email addresses but still with no luck but everyone else was seeing the attachments that I had sent it to, and by the way one of the agents by the name of Lethabo that I spoke to, I explained that I need to speak to a manager and he just laughed and dropped the call and on previous calls I was advised that the manager is not available which was shocking. The finance lady then gave the phone to her friend I don't know why or they were trying to soften me as she came through speaking Zulu thinking I would come down, up until now no one has gotten back to me because while I was speaking they dropped the line and then I've been calling back but now no one is taking my calls, is this the type of service that medscjeme gives to their members? We pay every month without fail and get suspended immediately if one misses a payment but then now, when payment is due to member, one has to slaughter a sheep and get a virgins blood and a tooth of a male lion before everything is processed, this is so not fair and I don't reccomed this scheme to no one!!!!