A refund claim taking weeks instead of 2-3 working days promised

I have been sent from Pillar to post for a claim for a refund of my money that I paid cash when my medical aid was delaying Authorization for my delivery which was an emergency C-section. I am so disappointed in the appalling service I'm receiving as this money is supposed to be used for the start of the new year for my baby's needs but I'm stranded once again because of my very medical aid who always remember to deduct my account but forget to provide the service.