Quick to demand, impossible to get refund due.

When I was admitted into hospital my wife had to pay a R10,400 deposit as the admission was not within the hospital group my medical aid covers on normal admissions. This was an emergency, but no admission until the deposit was paid. I understand this, might not agree with this practice, but understand. I did get the medical aid to pay for mostly everything except a shortfall of R5600. I received a statement from Busamed showing a credit of R4500 odd on the statement. I requested what I needed to do or submit for the refund, and no response for over a month now. Quick to take money, but when a refund is requested it seems it is just ignored