Can I get my refund urgently!

My cousin was admitted at Carstenhof hospital on the 20th of April, I paid cash for her admission based on a pre-payment estimate. On the 5th of June, I then sent an email to Monica Sello, Edna Magwele and Blessing Chitongo requesting for the statement, I followed up on the 11th of June, sent another follow up email on the 28th of June and included the National accounts email to the addressees but there was still no response. Called the accounts department countless times with no reach, ended up calling reception and they provided me with Harold Makena's details whom i tried to call with no luck and ended up sending him an email on the 31st of July, followed up my mail on the 3rd of August and included *** which was at least fruitful because Avril Govender had the decency to respond which resulted in the same Edna Magwele who I initially sent an email to providing me with the statement on the 6th of August which specified that an amount of about R46 000 is owed to me by the hospital, I then enquired about the refund process and followed up on the 7th of August in which Harold Makena requested for my cellphone numbers, called me and advised on the refund process and that it will take about 5 business days for me to get the refund, then sent me the necessary forms to complete which I completed and sent to *** on the 7th of August in which i have not received any correspondence or even an acknowledgement of receipt of the forms, I followed up on the 13th of August and as usual, zero response to my email. This is disappointing cause there should be a process in place when a patient is discharged with regards to providing them with their statement and I believe there is and it is probably applicable in cases where the hospital is owed money and not the other way around. Can the hospital advise as to when will I get my refund cause if the tables were turned and i was the one owing them, this incompetency wouldn't be the case.