Marara getting paid for medicine but not releasing it

I have been having an issue where their systems shows that I have claimed for medicine I never claimed for. The pharmacy confirmed it's an error on their system and that I never received the meds. They advised me to speak to the medical aid and ask them to pay the medical aid portion then they would be able to to process it on their side and I can do the co payment and get the meds. Now they are still unable to process my claim and provide my meds saying they need to look into the matter. I provided my membership statement showing the medical aid contributions exactly how they asked me to but I am still unable to finalise the matter. It's been going on for the whole of 2026. I don't know how to proceed anymore. If I call the help line they send me to finance, finance sends me to the pharmacy yet no one has any interest in getting the matter resolved. Does anyone know how I can proceed? Can I sue them or open a case at some council. I would really appreciate any advice.