Denis Bonitas Scheme review: None payment of my refund of 532.00 since 2024

Dear Sir/Madam,
I am writing to formally lodge a complaint regarding a refund that has been due to me since 2024.
I have already updated my banking details with Denis Medical Scheme, yet despite numerous follow-ups and enquiries, my refund has still not been paid. Each time I contact the call centre, I am advised that the matter will be attended to, but no resolution has been provided.
My most recent interaction was with a call centre agent named Carl. Unfortunately, I found his attitude to be disrespectful and unprofessional. As a member seeking assistance with a long-outstanding matter, I expected courteous and helpful service.
I am extremely concerned that a refund that has been due for more than two years remains unpaid. This prolonged delay has caused considerable frustration and inconvenience.
I therefore request:

Immediate payment of my outstanding refund.
A written explanation for the excessive delay.
Consideration of interest on the outstanding amount due to the extended period during which the funds have been withheld.
An investigation into the service I received from the call centre agent and feedback on the outcome.

I trust that this matter will be treated as urgent and that I will receive a prompt response and resolution.
Yours faithfully,
N.G QAKU
Membership Number: [protected]
Contact Number: [protected]
Email Address: [protected]@sars.gov.za
"The service at Denis,” disappointing, and below the standard expected from a medical scheme.