Withholding refund against the rules of the Medical Scheme Act

Discovery expected me to pay a R10 000 co-payment on a procedure that is a PMB. Despite this being against the law (to pay for co-payment for PMB), I was promised that I will be refunded the R10 000 as soon as the doctor provides proof of the reason for the procedure. The doctors room sent the necessary documentation already on the 3rd of August. But Discovery does not even have the courtesy to reply to the emails. When I call the call centre it has been "escalated". There is no reason to escalate, Discovery's terms and conditions confirms that any co-payments for a PMB will be refunded. But they are just not refunding me.