refund from GEMS: REF NH***

I've been a member of Gems since 2008. On October 15, 2024, I took my mother to the doctor, and after paying the consultation fees, I sent the invoice, my bank statement, and the tax invoice to Gems. However, I never heard back from Medical Aid until I called them. They first said I needed to resubmit the tax certificate from the doctor, which I did. Now they're stating I can't obtain a refund; I need clarification. REF NH***