I want my MONEY back!

On the 3rd January i accidentally paid my medical aid subscription into the Medscheme/Bonitas bank account. When my medical aid starting calling for the payment i realised that it was paid to Medscheme in error not Medshield my medical aid. I made contact with them and was told to send proof of payment, proof of bank account and a copy of my ID. This was done on the 25th January, i received an automatic reply. Since then i have sent numerous emails and always just get a stupid impersonal auto reply. When calling i can never get through to a consultant that can assist you are passed from pillar to post. I WANT MY MONEY BACK, does it really take so long to do a REFUND? What is the hold up???