Deep decline in customer service

I joined when some systems were not in place and many health facilities weren't fami**** with this scheme. The frustration could have led me into canceling membership but I believed so much in the scheme and knew in no time it will be a well ran machine. With all m refund request, not 1 has ever been done right, this can be checked. At one point a gynae I had already paid and claiming a refund for that consultation, the Dr, who didn't request a refund, was paid instead. Currently, a refund request I made for a dermatologist consultation 30/07 was paid to an old account that isnt mine and that is not supposed to be on my profile anymore. In addition, banking details were successfully changed in May AND I attached proof of banking details when I made the refund request. Now, at what point does a person decide to put money into an account no longer on a member's profile, worse when they also attached their proof of banking details? Querying this has been a 3 month nightmare, to date there's no solution im instead being ignored. When I do call in, at one point I was told to tell the bank to write a note giving permission for a reversal or ask the person to close their account. Im firstly no longer in contact with this person, secondly, which bank allows anyone to ask for anything on an account that isnt theirs? Also, Dischem Health made this error but that person must be the one closing their account? Where has anyone ever heard of this? What is stopping you guys from making a reversal since you deposited funds in that account in error? I would like my refund, I followed procedure and submitted required documents, why am I being added in errors that you constantly do? Last year, 1 child couldn't use their OTC benefit, same thing this year. Only yesterday Kgomots identified the issue, she said they were given the same dependent code. How is this even possible, yes it's twins but it's two different people. She said they've rectified the error and refreshed whatever we should try again today. We did at Clicks Carletonville mall, still, it says benefits and limit reached. I called 3 times, with the second consultant at 13:21 she said her system does show the boy has never used his benefit but the OTHER system shows he has. I was going to the app so that she tells me when on the OTHER system does it show he's claimed before, im on the app and he's never claimed, I know he's never claimed this year, we got cut off and I called again and spoke to Loretta. She said there's no OTHER system, the boy hasn't claimed the entire year for OTC and that I should go back to the pharmacy to try again. I've already been to Clicks today to try, we still got the same error messages, benefit depleted. So this year will be the second year that 1 of my children isnt able to use their OTC benefit and Dischem Health isnt even keen on assisting me. Last I wrote in, I never received any feedback or how I'll carry over the unused benefit since it wasn't a fault from our side, now here we are again. Please check how long ive been with the scheme and the number of things I can boast about vs the terrible service I have received. Escalations department is useless, you cant even talk to anyone there, email only and with that too, you get not response. Like I said, over 3 months trying to get a refund, a refund you guys decided to give to someone else. I'm honestly not happy, have not been for a while and the shock each time when I realize how no one is willing to get to the bottom of a member's complaint.