Ooba is noncompliant

We have been double billed by Ooba after changing insurance companies; something we only found out after 10 months of paying both Ooba and our new insurance company. Now, that the refund is approved by both Ooba and the other insurance company( they agreed to split the refund amount) Ooba is non-compliant. They are not returning the emails and calls of the other insurance company to execute the refund. And without Ooba's compliance, the other insurance company is not able to do anything. Now we are out of over R10,000 and I don't know what to do .