Fedhealth's empty promises

Towards the end of December 2015, I went to the Doctor. The Doctor phoned Fedhealth to get authorisation, only to find that they were closed for the end of the year (which was strange in itself). I had to pay cash as a result, about R380. Then on the 5th of January I called Fedhealth asking for a refund, I was told to wait for 7 days. Now 7 days have elapsed and I called again, only to be told to wait for another 7 days again.It means my refund will only be processed on the 21st of Jan. I don't really know whether to trust them at all and this is so frustrating. Can somebody from Fedhealth come and explain why the delay and whether I will be able to get my money in 7 days time as promised. I've got this feeling that my refund might not be processed again and I will keep on waiting.