Very disgruntled client

I had gone to the hospital for an illness. When i came out i realised the claim payout was paid into a account i didn't use anymore. On the 25th of October i spoke to a lady and she assured me that they would be able to reserve the payment into my newly changed bank account. I was made aware that i needed to fill in a document called "instruction to reverse the payment of a claim that discovery health medical scheme received and paid". I received the document and filled in the document. I was assured that the reversal and payment would be made into the right account, in order to pay the service provider. I called on the 26th of November and a gentleman by the name of Ludwe first of all didn't know what i was talking about after 40 minutes of me telling him the information. He basically wasted my airtime. I insisted he get the help of a manager numerous times but he wouldn't listen to my request. After me showing my frustration on the call he transferred me to a lady he called a senior consultant (Noni). She first of all does know the rules of engagement when speaking to a client. She called me my love and Boity which isn't at all professional and i assured her i wasn't her friend at all. She instead of looking into my request continued to tell me that what i was promised wasn't right and assured me that the person i dealt with at a earlier stage had given me the wrong information. I am very disappointed in the way in which you deal with your clients. I was assured this money would be transferred into the right account and this is after this lady i dealt with first of all kept on checking with her Manager. I was promised a service and now how should my health care provider be paid. I work also in the customer service industry and i know for a fact when you promise a client something you need to deliver.