Momentum's poor service

I have a complaint about Momentum Health Medical Aid. I put in a claim for my spectacles on the 30th of January 2019. A week after the claim I could not understand why my claim has not been paid out. I phoned Momentum on the 6th of February 2019 and queried this. I was told that their optical department takes at least 3 to 5 days to clear a claim and then Momentum takes 48 hours max to clear it. After another week my claim was still not paid out and yet again I had to phone Momentum on the 15th of February 2019. I was then told, firstly, that there is no claim in my name for anything. After Sindisiwe Mchunu spoke to their optical department I was told I had to submit a prescription for my spectacles. I submitted the prescription twice, on the 15th of February 2019 and again on the 18th. This issue was supposed to be cleared in 7 working days max and we are on 14 working days. The last lady I spoke to at Momentum, Andricia, just before 16h00 on 18 February 2019, decided to put the phone down in my ear when I asked to speak to a manager. Since then I have spoken to a guy at Moment who assured me the claim will pay out. I then asked for the money to reflect in my account on the 22nd of February 2019. The guy told me he will get back to me after 2pm on 21 February 2019 to confirm this, and it's now almost 7pm and I have yet to hear from him. I feel I am not being unrealistic about this since I have been more than patient with them to pay out my claim. They promise 5-7 working days and it's been 16 working days since I first submitted my claim. I feel they must make an immediate payment since it's now been more than double the amount of time that they promised me.