Shoking Service ( Need to get BANK HR involved)

Firstly my son who has down syndrome is not sick enough to be classified as cronic although we pay quite a few bills out of our pocket as Bankmed does not cover these costs.Every week my son goes for speech therapy and every month i have to beg on my hands and knees to be refunded yet i am sitting with a double diget savings balance on the 08 Dec 2015. I have submitted a claim and to date not repaid, then i call and get told please wait doe 2 weeks, then i call again then i get told dont worrt wait another two weeks, please note that i have times and dates of the people lying to me and e-mails send directly to their mail boxes. When i call to enquire why no reposnse they lie again and say they never recieved it , however my banks system shows delivery report and the read reciept. shame on you for employing staff with no values and teaching them to lie openly. I then send a mail to the staff requesting a manager to contact me and i am still waiting as i cannot be put through to a manager via call centre. at our bank we have a code of ethics and values do you need me to send you a copy? I want my refund as i am sure you do not have hassels taking your premium from my salary.