Kwick to demand money but no refunds

I submitted my forms in 1st of November 2024 after being told that a credit was due to me as I had paid cash for a medical procedure and hospital stay. I was then told that they needed further forms which U submitted and the claim was appproved on 21st November 2024, since then I have been calling daily as no payment has been **** and all i am told is that they dont know why and its not in their hands so no one can help, goodness, how long am I going to wait, I had to pay R68000 odd thousand and now that they have to pay a few rands back, nobody can help, i have to start paying debts back but all I get is, o we dont know why