REFUSAL TO REFUND CLAIM

I joined Fedhealth on the 19th February 2016, paying the monthly fee from our business account with no hic-ups. In October 2018 I had my thyroid removed and was obliged to prepay the specialist as he does not deal with medical aids. I submitted my claim to Fedhealth electronically and received a SMS one the 8th November, informing me that the claim will be paid within 6 days of the 15/11/2018. When the money did not reflect in my account on the 20th November 2018, I phoned the Customer Care Centre, was put on hold for more than 20 minutes, the lady says she could not see any notification that the claim was going to be paid. She said that she would escalate the matter. On Friday the 23rd I phoned again and asked what was happening. I was told that I need to proof my bank account and my bank account is only a contribution account and not a refund account. I managed to get my original application and noted that the block which was marked use this account and refunds was ticked. I phoned again and spoke to a lady who said yes she can see that the block was ticked and it was loaded incorrectly on her side. She then told me that I must send a bank stamped bank statement and my email so that they can refund me. This was after about 35 minutes on my telephone time, I said that I refuse to do it as I will not spend my time standing in a queue at the bank to get a bank statement (which I will have to pay for) stamped as if they loaded the application form correctly , there would've been no need for my to waste my time and money in the bank. Today I have phoned again and have been on hold for 15 mimnutes and still no feedback. This is a medical aid which costs me more than R9k oer month.