Struggling to get regund

My husband was admitted to Life Rosepark hospital on 28 September 2019. We paid the R355 for admission. The hospital is supposed to pay it back to us. We got the form and send it to the e mail address provided along with the bank statement and ID. We phoned numerous times and spoke to a Marelize at the hospital. Till now no money has been paid back to us. Most of the times when we phone Marelize is not available and apparently she is the only one working with refunds. Clearly she is ***********. When you are going to the ER you have to pay immediately before anyone will see you but now we are struggling to get the refund out of them. It is unacceptable and we demand action