Claim from 2023 have not been paid to the hospital

My mother is a Medshield member, and she received authorisation for treatment at the hospital, but Medshield never paid the hospital for the treatment. These treatments date back to 2023.

I have phoned multiple times where the person on the line tells me they will sort the issue out, but I have recievd no feedback, and if I call agaisn, we go through the same process. I have sent them an email with all the details on 15 Jan, to this day they have not rep**** to me. I phoned them again today, the first person told me I am at the wrong department, the tranfered me to somebody else, the second person told me that I am at the wrong medical aid, and transferred me to the correct one, then the line just went dead.

This is horrible customer service.