Poor service

My medical aid paid them on 2/12/2020 for a CPAP machine and up to date I have not receive it. I have send all the proof to Polokwane branch and apperently they do not know about it or is willing to contact their head office to confirm. Platinum Health Pmt: Member: RA VAN WYK: Claim R6082.00: Paid R6082.00: Date 02/12/2020: To be paid by member R0.00 Ecomed Medical CC ***