Refund dispute

I have been with Medshield for a couple of months now and I was happy with their services until I went to a doctor that was part of their network doctors, the doctor asked for cash, which I paid and I was advised that I could claim the consultation fee from the medical aid. On the 6th April I called Medshield and they asked me to forward them the proof of payment so that they can process the refund. I have been waiting ever since. I have forwarded the proof of payment over three times, called the call center over 4 times, only for me to be told that I need to submit the proof of payment on a PDF format. I was shocked by their response. I moved from Momentum because a colleague referred me to Medshield. Could you guys please look into the matter and try to assist me