claims process team is ridiculous

Hi have a medical aid with biotas and recently changed doctors to a doctor that is on the Bonitas Network, 18 June 2018 was my first appointment with the dr where I was required to pay the consultation in cash and request a refund in full from the medical aid, on the 20th of June I received a sms informing me that my claim is being processed and will be refunded to me 3 days from the 27th June, on the supposed day of refund no funds reflect in my account o called in and was requested to follow up in 4 days , I called again and was requested to call in 7 working days I then call again Monday 09/07/2018 where I was advised that there seems to a mistake in the processing department where my claim was sent to wrong department - I was advised the matter to be escalated and I can follow up on Wednesday 11/07/2018, call again and I get no response, I call again today and the person I speak I to tells me the amount has been refunded to the Doctor they have to reverse this process and once the amount is received from the dr the claim will then be sent to the correct department to process and refund into my account, This is so frustrating and ridiculous.... How is a internal negligence my problem, I have for filled the responsibility as a member yet it becomes my problem for some one else negligence and wrong doing.......