Unhappy customer

Please tell me, what does it mean if we send a statement WITH the proof of payment to you?!? Doesn't that automatically mean you need to refund the client and NOT the provider?? Your service is really pathetic. I've send another claim through today and NO email was received with the reference number for the claim. I really wish you could work on your customer service. I wonder how your long standing clients handle the bad service?!? I'm only with you for 7 months and I already feel like pulling my hair out. We're told to also order our chronic medication from a certain provider to avoid paying a levy, but my husband have to pay a levy with he's chronic medication?!? Please explain and when he called the certain provider, the person he spoke to had a very BAD attitude and was RUDE. From that day he decided not to make use of them ANYMORE and decided to rather go and get his meds from Dichem. I've also been waiting for my refund to be paid/transferred since I've cancelled my membership effective from 01/02/2025. Nothing!!! Maybe it's because we were spoilt with EXCELLENT service from my previous provider. Please BETTER your service.