I am fed up with this poor service

My wife went for a gynecologist check up last year the 24th of August. I phoned a week before the check up for authorization. I phoned the following day and was told to submit the receipt, a copy my ID and my banking details. I constantly phone them to find out when am I getting my refund. Till today I have not received any funds and when I phone, they say I should phone back in a week's time if I have not received my money. This is unacceptable.