Claim refund not proceSed as per consultant

I attended the Gynae last year Oct and paid the amount due as I had depleted my savings. I requested a statment of account from the gynae and submitted same (a statement from October 14 - January 15) to discover on the 30 Jan 14. The claim was not processed and I had to resubmit same in Feb 14. I received an email stating that the statement of account is unclear. I explained to them that everything else was accounted for except the procedure onthe 1 oct 14. I was called and advised that they have viewed the statement and confirm that only the 1st oct has to be paid and I will be paid in 3 days. On the 28 feb I received a sms stating that the statement is illegible...how can this be when a consultant told me 2 days ago that she has viewed the claim and the amount and then 2 days later the statement is illegible. How can on minor claim take more than a month to attend to...I have no problems taking this matter further if same is not attended to by close of business on the 2nd February 15.