Contradictory information given when following up on claim submission

I submitted a claim to the medical aid for payment to my own account, having paid my service provider on the day of consultation.

Despite sending my correct banking details as part of my claim submission, (together with a bank statement) CAMAF paid the claim to my old bank account.

After following up on this, I corrected this oversight by 27 March 2018. I followed up once again on 3 April 2018, by which time the call centre agent stated that the claim had been loaded for payment on CAMAF's next pay payment run, and the funds should clear within 2 working days.

I have now followed up more than a week later (11 April 2018) only to be told by yet another call centre agent that the funds did not bounce back from my old bank account.

While I understand that the call centre agents are not to blame, what I do not understand is how I could be given contradictory information from 1 company, using 1 system and 1 finance team!