filthy service from Bestmed and empty promises in writting

i have never experienced such a bad service from a medical aid before. i have been on three different medical aids but this one is a nightmare to deal with. when one needs assistance they are so good at hanging up instead of assisting. i have submitted a claim to the claims department on the 26 February 2018 and received a confirmation email that the claim has been processed and i should be getting a refund within 4 working days and that email came from Chanvilee Finestone a Client Relations officer. whenever i call the claims department they end up hanging up on me . now they are sending statements and not refunding me yet they have confirmed that the claim will be processed.