Atrocious level of service

As I am writing this, I am tearing in anguish at the frustration I had to deal with over the atrocious level of service I had to endure from Fedhealth after my mom's passing. Just when I saw a glimmer of hope from Fedhealth, I receive an email from Fedhealth signed by Amore Meyer to let me know that the refund I accidentally double paid will not be refunded in full due to some surprise costs. So, I questioned it and received another email a week later with a whole list of documentation that I need to acquire to just receive my full refund that I accidentally paid. I wish that I was informed earlier that these documents would be required when I signed my mom into the Fedhealth Medical Scheme. I have not had a moments rest for the past 3 months now from my mom passing. I wonder why I am living to have to go through this. I thought Fedhealth is a safe medical scheme and I will be secure in knowing that my mom will be in good hands. I don't want to live like this anymore.