Refund issues

Hilton hospital has a serious issue with their finance department. Last year my son broke his arm and his treatment wouldhave been covered by our hospital plan but Olivia wouldn't send me an invoice with our medical aid details on and our claim rolled over to the new financial year and we were told there is nothing they can do so I had to pay out my own pocket.. and now I'm waiting for 4 months for a refund for my sons admittance for his appendix operation that my medical aid paid but again nothing is getting done. And again I'm told it's Olivia that is the case manager. Very frustrating. The claim is for R1920 but I've already wasted over R500 in airtime trying to get it sorted.