Pay back the money

We've recently joined this medical aid scheme and imagine our disappointment when just with the first monthly payment, we're already being victimised. The first installment was supposed to be taken in October. Gems ended up taking double the installment. My mother went to their walk-in centre in Pretoria CBD on the 20th of October about her refund. They wanted all sorts of documents which she provided and then she was told to expect a refund in November. On the 19th of November, she sent an email asking about the status of her refund and they just responded that her matter was being processed. She went to the Gems walk-in centre in Pretoria CBD again on the 26th of November and after checking their system, they acknowledged that they owe my mother money and that she will receive an sms stating the date when she will receive her refund. They only mentioned that they were still collecting money and her refund would be made available once they had collected money. I'm not sure how one refund needs to wait for the collection of every member's installment. The only sms she received was one where she was asked to call Gems to confirm her bank details, which she did. At this point, we are sick and tired of asking for our own money back. This is a horrible way to welcome new clients by de*****ing them during a pandemic. Who says she doesn't have needs for that money? Do you know the inconvenience this has caused her? At this point she deserves to not only have her refund back, but the petrol and airtime that she wasted sorting out an issue created by an *********** staff member. Double billing is unacceptable but making a client wait this long for a refund is even worse.