poor service

I got a call this morning regarding processing of my refund and I was asked for proof which I send on the 15th and 21st of may then I resent the proof and few minutes later I got a callback saying the proof I sent doesn't show that I paid and is not sufficient and then went back to the attachment the proof stipulate that I consulted the doctor and the amount paid then I called to advise that is what I got from the doctor and on that proof it shows the amount I paid but they say still it is not sufficient of which I'm now lost.

I was promised that my refund will be done on the 21/06/2018 and i called yesterday the 26/06/2018 to find out whats happening and I was told the payout was only done on the 25/06/2018 it should reflect by end of business as it was done from fnb and I use fnb but still nothing.the sad part about this is that I logged this request since the 15th of may and now as I'm replying I lost hope and confidence and even asking myself if indeed the payout was done on the 25th or not