Refund

Unfortunately we had to change our plan we were on in 2023. The one we are on this year does not have a savings plan. We have +- R5200 due to us. We were asked to request this refund (not sure why ,so if you do not request its just kept in their account!!) I send the request on the 1st December 2023. Phoned their offices today and was told they have not received the email. My question is why does it take 4 to 5 months to refund this money, why do we have to request OUR money. We need this money because we must pay for OCM out of our pockets. Totally disgusted and disappointed