Chronic Medication issue

I ACTIVATED MY MOMS MEDICAL AID ON THE 3RD MONTH IN 2019, I ADVISED BESTMED THAT MY MOM HAS CHRONIC ILLNESSES. THEY REQUESTED FOR PREVIOUS MEDICAL AID LETTERS STATING THAT MY MOM HAD THESE CHRONIC ILLNESSES FOR THE TO BE ABLE TO GIVE HER THE MEDICATION SHE NEEDS. ALL THE DOCUMENTS WERE SENT THROUGH TO BESTMED, THEN FEW WEEKS LATER I MADE A FOLLOW UP THE THE CONSULTANT BY THE NAME OF LORETTA ADVISED ME THAT I MUST FILL IN A FORM AND STATING WHICH ILLNESSES SHE HAS, I FILLED IN THE FORM AND SENT IT THROUGH, I MADE ANOTHER FOLLOW UP THE LORETTA ADVISED ME THAT I MUST GO INTO THEIR WEBSITE AND CHECK THE LIST OF MEDICATION THEY HAVE THEN FILLIN ANOTHER FORM AND SEND IT BACK TO THEM. I DID THAT THEN MADE ANOTHER FOLLOW UP, SHE THEN TOLD ME THAT I MUST GET MY MOM TO DO BLOOD AND GLUCOSE TESTS BY HER DOCTOR THEN SHE WILL GET THE MEDICATION, MY MOM DID THE TESTS THEN SENT THEM THROUGH AND I MADE ANOTHER FOLLOW UP THEN THE CONSULTANT CALLED LORETTA TOLD ME THAT MY MOM NEEDS TO SEND THE TESTS THAT SHE DID THE FIRST TIME THAT SHE WAS DIAGNOSED. MY MOM IS 61 YEARS OLD AND WILL NEVER REMEMBER WHEN OR WHERE SHE DID ALL THOSE TESTS. ALL THIS STORY HAS BEEN HAPPENING SINCE MARCH 2019 TILL 2020 JANUARY. ALL THIS TIME MY MOM WAS GETIING SICK AND BUYING ALL THIS MEDICATION WITH HER SAVINGS AND THE SAVINGS GOT DEPLETED. EVERY MONTH BESTMED WAS DEDUCTING MY FROM MY ACCOUNT AS I AM PAYING FOR MY MOM AND SHE IS A RETIREE. BESTMED WAS DOING UP AND DOWNS WITH ME AND I HAVE BEEN FOLLOWING UP ALL THE TIME AND ALL THE STORIES THEY TOLD ME KEPT CHANGING. IT HAS BEEN ALMOST A YEAR AND EVERYTIME THEIR STORIES HAVE BEEN CHANGING. I NEED MY MONEY BACK, THEIR SERVICE IS TERRIBLE AND I DO NOT KNOW IF IT IS BECAUSE THAT WE ARE NOT WHITES THAT WE GET SUCH SERVICE. SOMETHING NEEDS TO BE DONE, SHE WAS ALSO BUYING ALL THE MEDICATION CASH. SHE IS RETIRED AND IT NOT EASY FOR HER TO GET THAT MONEY. I WANT A REFUND.