Quick to Demand Payment, Slow to Return a Refund

I am extremely disappointed with the way my account and refund have been handled.

After spending three weeks in ICU and starting dialysis, I received an account that I believed was due for payment. At the time, I was under immense financial pressure because of my medical condition. When I was unable to pay the full amount immediately, I requested payment arrangements. Instead of receiving understanding or assistance, I was advised that the account could be handed over to attorneys if payment was not made.

Fearing legal action, I borrowed money and paid the account.

It was later established that the amount was not actually due, leaving my account in credit. I immediately submitted all the required documentation for a refund and was advised that the process would take 7 to 14 days.

More than two months later, I am still waiting for my money.

What I find most frustrating is the double standard. When they believed I owed them money, there was pressure to pay and even the threat of legal action. However, when it comes to returning money that belongs to me, there are constant delays, changing timelines, and very little proactive communication.

I have had to repeatedly follow up for updates. I was never informed of issues affecting my refund until I made enquiries myself. Each time I contact them, I am told the matter is being processed, yet the funds remain outstanding.

As someone who is now living with kidney failure and undergoing dialysis, this situation has caused unnecessary stress and hardship. The money being withheld is money I had to borrow during a medical crisis because I was led to believe the account needed to be paid.

I understand that businesses have processes, but patients should not have to wait months to receive money that is rightfully theirs—especially after being pressured to make payment in the first place.

I am simply asking for the refund that is due to me and for this matter to be resolved without any further delays.