LONG CLAIM DURATION

I made a shortfall payment of which i was reassured i would be able to claim it back from my wallet(savings). I submitted a claim 24 Jan, it was returned 30 Jan requiring more information, I requested the detail from the Drs rooms and resent the claim 1 Feb, I followed up once last week and was told the claim is in progress but has no official pay date, i then followed up again today 9 February due to noticing the amount had been subtracted from my wallet(savings). I then got informed the claimed amount is getting sent to Drs rooms and I can then claim back the refund from the Dr. I phoned the ,medical scheme for assistance and the kind agent said she would stop payment to the Drs and rechanneled refund to be sent to my account in 5 working days- her service was great but how was it not seen that payment should have been sent to me all along in these days. I am appalled at the lack of attention to detail with such sensitive issues during such a difficult economic climate. TERRIBLE