These guys dont listen!

Where do i even begin? I emailed and called Bonitas but no one listens. On the 25/01/2023 i took my daughter to the Dr and because it was our first consuktation we were told to pay cash and claim from our medical aid. I did exactly that, i sent an email to them on the 30th stating that the refund must be paid to me and not the Dr and i attached the invoice. Bonitas goes ahead and pays the Dr. I called and was told because i did not attach my receipt that i paid to the Dr, they paid the Dr which is nonsense because my email clearly stated that i paid the Dr. I went and claimed from the Dr and this morning i receive another email stating that the funds are being proceesed to the Dr- ***. i sent a mail to the Dr and they rep**** stating that you guys have reversed the claim. I WANT MY REFUND BONITAS. WHAT MUST I DO TO GET IT???