No refund

Hi<br> <br> My dad (Willem Buitendag) had to pay for a medical expense during February 2015, which he must then reclaim from his medical aid, which happens to be Gems. All the relevant documentation has been submitted to them, but no payment have been made in the three months since. This is after numerous phone calls where we were given assurance that the money will be paid within the next two weeks (each time it was the next two weeks). This has probably been told to us 5 times now as well as that they debited the supplier instead of my dad, it will be reversed and paid back. When we phone it is always the same story/excuse without any action. We asked to speak to a more senior person, Mpotseng (call reference nr MH64 5604 96) and she assured us she will take it further and communicate with us without any feedback. How do we go about getting our rightful money back from an institution that does not want to assist you?