No reimbur*****t since beginning august!

Firstly, Gems has been excellent as a medical scheme. I am just struggling with one issue since 11 August 2022. My son's Biokinetics is paid by myself en then I claim back from medical aid. I submitted my claim on 11 August 2022 and 3 payment runs later and calls, still have not yet been refunded, yet the benefits for this amount has already been deducted from my available Al**** Health benefits. I am now submitting my second claim to be refunded and still have not been refunded the first one! Please resolve this ASAP