Brightrock will not refund a client for a doctors PMA

Brightrock requested a PMA from a doctor on a client and they did not pay the Doctor. At the next visit the client was required to make payment. We approached Brightrock with a Statement showing the client had paid the doctor and requested they refund the client. This process started on the 28/11 2021 and the client can still not be refunded, because although there is clear proof the client paid, Brightrock is insistent that the client send them his bank statement showing the payment made to the doctor. This will also not help as the client paid for the current consultation and the outstanding so all this will do is confirm what the PAID statement shows. How can a company that professes that it is professional take 3 months to refund a client R346.00. As the broker I am now forced to refund the client as there has been significant reputational risk caused by a clearly *********** finance department