Unpaid claim

I visited a doctor and I was told I need to pay cash and claim a refund from my medical aid. I submitted the proof of payment and and was told my claim was captured and will be paid on the 15/01/2025 when I call you follow up on the claim I was told it has not been captured and will be captured again and be paid on the 31/01/2025. When I call to follow up I'm told it was not captured and will be captured. It's the same useless excuse everytine