3 days later no response & a useless app

I had a weekend emergency on the 22 Jan 2018 we had rushed my son to the Garden City Clinic as per referral from my GP before we could be assisted an upfront fee of R1270.00 was required of which I paid. The Dr provided the invoice. I subsequently submitted the claim via the bankmed app & attached the relevant document whe i contacted bankmed on the 25th Jan i spoke to Shanet who advise no docs was attached & that I had to forward the docs to her ref: ********** 921 was issued so this meant another 3 day for the claim to be looked at. Today there was no communication via email or telephone to advise on the outcome of the claim, I then logged into the app & noticed that the claim is to be paid to be paid to healthcare provider, could someone please explain why this Dr is being paid twice after I provided the receipt the amounts claimed for should be paid to myself.