Refusing to pay back claim

I have waited 4 months for a refund from Bonitas for claim i submitted after asking multiple times will i be refunded and the answer was yes. I received an email stating my refund will be paid in 20 working days in September. After multiple phone calls and emails the only thing i get told is "we will escalate this" or "we have only now received your banking details" or they have paid the drs room which i have already paid, then they need to put in a request for reversal just for them to do this all over again.

The financial company PHA. Thats is supposed to be doing the reversal has got no way of contacting then. So when you call Bonitas they cant give you definite dates as to when you can expect your payment either.