terrible service from Accounts flora

i have a complaint for life flora hospital the accounts department my son went for an operation in the beginning of the month and i was given a quote so i paid the full amount upfront so now that its time for my refund no one wants to return my calls i first dealt with Thabo he told me my money would reflect by last week friday , i the n called the hospital on Tuesday to find out whats the hold up they told me that theres one final signature and then payment will be made but hey will ask the person( Tebogo ) to call me back i said fine i waited and waited he never called me back so my husband tried they told him that he was busy and they took his number and never called us back its 2 days later im waiting for a call and 3 weeks later im still waiting for payments to reflect