I can't get my refumd

My daughter was hospitalized for a period of 5 days. Two later after we were discharged. I started getting multiple messages from Lancet to pay the account. That time I guess my medical aid was still in a process of going to making the payment. After messages then it was calls where I was told to make an arrangements to pay and when Medical aid pays I'll get my refund.The arrangement was done to make those monthly payments. On my second deposit to their Account, Medical aid settled my daughter's account. In March I started communicating with me about refund and the consultant I was talking to asked me if I did not want to leave that refund in their account to use in future. Then I told her that I will cross that bridge when I got there. I have been making so many follow ups since March to date but I'm always told that I'll get refund in 10-14 days of which it hasn't happened since March to date. Just today,4th June I've just made another follow up call and the consultant told me the very same thing I've been hearing for almost 3 months now(your refund is being handled by Refund Department and you will be getting it in 10-14 days). This is the tune I have been listening to since till today.