Not happy customer with regards to service provided by medical aid.

I must say I am very disappointed in the service that I have been receiving from the medical aid. There was an error that was done by the supplier when submitting my claim to the medical aid and they acknowledged it that it was they mistake. The claim was paid out of my savings instead of my PMB benefits. An email was sent on the 17th of May just to reverse the transaction and I get my savings balance back but ever since then I have not received any proper feedback. I called around the 22nd of May. I as told that the email only reached the claims department on the 20th of May. I must call again on the 29th if I have not received a statement. I called again yesterday and to find out that nothing was done. I was not told what is causing the delay. All I got was that it has been escalated. I asked when to make a follow i was told again on Wednesday. When I enquired I was told that the process takes between 24-72 hours. Now this has been longer than the stated time frame that I received when I made the first call on the 22nd of May. The two times that I made he calls all I get is that the matter is being escalated twice already but nothing is being sorted out. I have a sick son that as a mother I need to attend to but the time that this whole thing is taking just to process a simple reversal for the account is ridiculous. This is not the first time it happens and usually within a week it was sorted but now two weeks later and no proper feedback. I have been patient enough with regards to this matter. Now this is putting my own son in harms way.