PMB Outstanding for 14 Months

We submitted applications for PMB in April 2014, after various time re-submitting the documents it finally was approved a year later but only 20 sessions and not 50 as requested by the neurosurgeon. The amounts was still subtracted via savings and no refund have been done to date. A second request was submitted for 2015 and still all payments are done via savings! I have spoken to heaps on people and all promise to get back within 2 days and as of yet nothing has been done even after being a member for 10 years plus