Uncooperative & utterly shambolic - refund still pending

An utter shambolic experience - it is still ongoing - regarding a refund for an erroneous payment. My father, a cancer patient, was "demanded" to make a payment with regards to a bill, this bill was duly settled via credit card/EFT, but said bill was covered by the medical aid & duly settled by the medical aid. We asked for a refund due to the payment & this is where the wheels fell off completely. Upon requesting certified bank details - duly sent, multiple times via email and after numerous phone calls - amounting to an hour or two, nothing has been settled. This incident occurred in December 2023 and it's now a month and a half without any resolution. The staff and contact persons have been extremely unhelpful, blatantly rude and inefficient - sending my father someone else's patient details and payment records, promising payment multiple times only to revert to "we only make payments on Thursdays", explaining that emails weren't received (when clearly sent & received), subverting responsibility and now to top it all off "We see there is another bill and we'll use the funds against this bill". To say that these actions have put undue stress on folks dealing with a serious illness is being kind. If you can avoid this business please do at all costs!