bad service

hi pliz help me about my medical for refund claim. my daughter went to opt****logy for consultation only to find dat the doctor is not using medical aid av paid cash with my money in march and april consultation. when i phoned the medical aid gems they told me to email the slip.id copy nd 3months bank statement av done dat 4times stil no refund they drop the phone into my ears pliz help medical aid no: ********** 66 cell: ********** 722