Exgratia funds not yet released, two months later

Late last year, I went for hearing test at Ear Institude in Pretoria, to assess whether I was a candidate for a cochlear implant. They recommended that I app**** for exgratia funds to have the operation done on my right ear because it is very costly and it was not covered by GEMS on my medical benefits. They app**** for the funds on my behalf and it was approved by GEMS at the end of 2014. But then GEMS recommend MED EL in Johannesburg. The operation was done in April 2015 at Union hospital in Alberton buy Doctor Mol. It's been two months, yet I'm still waiting for GEMS to release the exgratia funds, now Med EL won't complete the process of switching on the device since they had not been paid. My husband has been following this matter up with GEMS and is being taken from pilar to post. They said the matter is receiving their full attention. They gave him this reference number: MH***. This delay is emotionally and financially draining because my hearing is worst, since my best ear was operated on and communication is difficult, I have to ask people to makes calls on my behalf my privacy is now violated. Please help. Kind regards, Nonhlanhla Zwane