poor customer service and claims

i was hospitalized in august and had to pay a co payment . only registered the claim with kaelo on 05/10 because i was awaiting docs from the hospital . i called kaelo on 15/10 to follow up and i was told that payment was made on 14/10 and to give it 5 day to reflect in my account . i called again on 19/10 and i was told that payment was only made on 19/10 and to give them 48 hours for the funds to reflect . i still haven't received the funds and when i call this morning 22/10 i was told that there is no claim on the system and my previous calls are non existent as there is no record of them . im disappointed and disgusted . the service i got is pathetic and im escalating this to the ombudsman