BONITAS is refusing with my money that they owe me

What a disappointment to deal with BONITAS Medical scheme. I submitted a request for a refund to them on the 10th of May for a visit to an ER Room, I had to pay cash and was informed I would have to claim it back from my medical aid. Since I submitted my claim, I only got a rejection email. No one at BONITAS has ever bothered to contact me for any updates/feedbacks/etc. I called them today to understand why the rejection, the phone cut me off. I am left wondering if this is because the Consultant hung up on me coz WOW. I have since decided to resend my documents, with the hope that I will get my refund sooner rather than later. What's sad is they went a processed a payment to the ER and have even paid it. The inconvenience this is to me is on another level, the fact that I have to call and follow up and now even resend the paperwork - WHAT APALING SERVICE BONITAS. When its time to deduct they don't delay but now when they need to refund, they are silent. Based on this poor service, I would not recommend this Medical aid to anyone!