still waiting for payment

my wife went for her 22 week 3D featal assessment scan to the fedhealth approved Morningside Medi Clinic. as per the usual process she mailed fedhealth with relevant ICD10 codes and we waited the usual 7 to 10 working days for our refund. my wife contacted fedhealth on the 7th day and was informed that the claim was received and will need to be escalated as nobody had attended to it yet and the money should be paid the next week.yestday my wife called again to check up and was told that our claim was rejected because of incorrect codes. when we double checked with the Mediclinic we were assured the codes were correct (being a approved partner clinic I would think they know what they are doing).we contacted fedhealth again and were informed that the consultant we were dealing with was referencing a incorrect claim-which turned out not to even be ours and was for a doctor whom we have never heard of. We were informed by the supervisor Colette (after my wifes insistence to speak to one) that she would look into it and call back first thing in the morning but she couldn't advise us on anything else and only gave a half hearted apology.-needless to say we are still waiting for the call!