Awaiting refund - Supervisors not taking my calls

I have been contacting Medshield with regarding a refund. All I am receiving is a computer generated email. I have contacted Medshield no one can give me an answer. Today I contacted Medshield the consultant could not give me an explanation as to why it is not paid. I asked to speak to her supervisor she then puts me on hold for 20 minutes and problem not solved. I then called back spoke to another agent and he tells me his supervisor will call me at 9am. Till now no feedback. There are funds in my savings. I am now considering changing medical aids.