Claim refund not yet paid

In December 2018 my husband was withdrawn from my medical Aid when speaking to an advisor on the 20/12/2018 he had stated that for the 3 months that we had paid for my husband any money that we owed would come off those payments. Which there was an amount of R814. I thought the issue was solved only to realize now when i was due a claim refund and did not receive the money to find out that that agreement was not held up. After 4 calls last week with numerous advisors one who kept me on hold for almost an hour. i finally came through to a manager by the name of Sipho Ntuli who assured me the issue would be resolved and would personally call me back on the 30/11/2020. I have yet to receive that call. I called back today and spoke to a lady by the name of Anele who could not answer me regarding my questions i then requested to speak to a manager as she could not transfer me to Sipho Ntuli She placed me on hold for 5 minutes and then that call was also cut. In none of the occasions the call cut did anyone try and get hold of me. None of my issues are resolved and why must the agents be so ***********. I have references for my call with Sipho as well as names for the calls with other advisors.