Accounts department has no idea what they are doing

On the 26th of December my grandmother was admitted to Westville Hospital and a fee of R1900 was paid by my aunt by card at casualty. In January, my grandmother's medical aid informed her that they had paid in full and the hospital said that they would refund the R1900 . On the 15th of February my grandmother and I returned to the hospital and a refund was done on her Standard Bank debit card. We have liaised with Standard Bank on two separate occasions and they have told us that the funds are still with the hospital as the refund could have only been done for the card that was used to make the payment, something that the lady that processed the refund failed to tell us. It has now been over two months and going back and forth with the accounts department and their agent Gratten Jenkins who had the audacity to get snotty with me in an email when I asked why it was taking so long to trace the funds as my grandmother's bank statements showed that the funds were not in her account AND Standard Bank had confirmed that the only place the funds could be is with the hospital's bank. The incompetence at the accounts department is appalling to be quite honest, to make a 73yr old woman go back and forth for something that she was entitled to?!