waiting for refund

I have a bad experience with them we activated my wife's maternity benefits last year and she had a miscarriage. they normally give 8 maternity visits at the doctor so before the miscarriage we used 2. After that we got pregnant again. instead of starting with a new cycle of 8 visits the started with six. we called last year to have it corrected they never did but said they would.in the end I had to pay 2 visits because they just say they will rectify and refund me and I am stil waiting. and everytime I call the call takes about a hour of airtime and time.