Medshield contribution refund

My father has been a medshield for a few years, we have never struggled until this year. First of all we noticed that there is a minus amount on his statement end of April therefore we asked what this amount is for. Medshield luckily answered that it is an amount due back to the member for a refund and sends us forms immediately to fill in and send back, which we do so Instantly all paperwork, bank details are given in by 9 May. By the 14th of May we receive an email that everything is handled and sorted payment will take 7-10 days. By day 10 there is no payment which we start calling is for firstly me because I always handle my fathers paperwork for him. Unfortunately now there isn't answers on what is happening they can only see on the system that there is a payment due but dont know when so now we wait again, next time I call they say that I am a 3rd party I may not get answers until we fill in the consent forms which we understand and fill in and send back so now I have to wait for 5 days to be able to have consent and call in. In the mean time my father decides to call in by himself and same answers they don't have exact answers but maybe Friday 30 May. Waited again no payment.He got fed up and said he want to go through credit department or he is logging a complaint. They immediately put him through this was now on 2 June stating his payment would have been today but due to a problem they will pay out on 4 June. So in the mean time I get an email today stating that my 3rd party nominee was not approved because it was sent from my email, but the main ember can answer on the email that they have sent to make my email also part of the nominated email which my father rep**** back to give consent and they are claiming they did not received that email. We had to send back all the forms from my fathers email for new approvel and stating my email my get messages and send messages my father also asks since he is busy with them to just make a 100% certain that his payment is for 4 June. Which they again have no answer, they can't see anything on the system, my father then asks again to go to credit department which todays answer was that they can't put him through they don't have authority. My father told them that they put him through yesterday with the response no that can not be true we do not have authority. This is now just getting out of hand this payment initially on the statement is oustanding for longer than 120days which we never knew, if we never asked we wouldn't have known. Not that we want to claim it is taking long even longer than their initial waiting period for payments. Which was 7-10 days working days. Please we have emailed an complaint to medshield as well but again no real feedback we cant go on like this. This is an amount due for a long time without them notifying us and now that we know we are struggling. I really can not see that every time you call in there is no answer from help desk and that they can't just ask credit department for assistance in this cases. Thank you so much for reading my review