No response to escalation

I have spoken to Khanya Mlaba and Isaac who has advised and reassured me that the Med Expense Executive Officer who is Niksha ****ie will contact my wife or myself with regards to the concern we have raised on claiming for our daughter's shortfall amount from the cardiologist. Two years ago it was paid but on this time around we were advised the procedure is not covered. The examination was a follow up done as it was done two years ago and when I have requested that they convey the message for Niksha to call, we get no satisfaction. Everyday we are promised but no feedback. I even sent the account from two years ago and the recent one asking them to explain in detail their reason for rejection. Can someone please assist in how I can get some sort of feedback besides speaking to different consultants in the call centre all the time. Khanya Mlaba advised he had escalated it but no one is coming back to us. Ref no:69404/3