Getting nowhere on call centre

I paid R7 298.99 for a KAYE reverse walker (out of my pocket) and submitted the claim for reimbur*****t / capturing towards my self payment gap. I then received an e-mail stating that the service provider would be paid R3 970.68. I phoned the medical aid and spent around 50 minutes in total on 27 August and 5 September explaining that they should not reimburse the provider since I already paid the account. They then wanted to reimburse me and create a negative amount on the self payment gap. I spoke to Marissa on 5 September (who is a senior on the call centre) and we agreed that she would re-work the claim so that NO payments would be made to anyone. Now I received another e-mail stating that the amount of R3 970.68 was paid out to me - have not received anything though and there is a negative amount on the self payment gap again. I am truly at a loss for words. What do you need to do to get them to do what they should?