GEMS medical scheme

My name is Thando Xhekwa. My mother passed away in December last year. I received a claims statement from Gems and I called them. I was then told there was a refund that would be paid into an estate account. I submitted all the required documents on the 23rd of July 2021. Today is the 4th of September and nothing has been paid out. When I called them I was told that they still needed to update banking details on my mother's profile. Everytime I call I am told that my case has been escalated. At some point I received a letter from them stating that the banking details have been amended and the refund would be paid on the 3rd of September run. When I called in to do a follow up I was told that the banking details have not been updated. I'm stuck now I don't know what to do, I have exhausted all optipns of communication.My phone number is ***.