Poor customer service and communciation from Medical Aid to Clients!

I have been liaising with different people at the Momentum call center every time Ive called in to find out on the progress of the refund we have been granted by Momentum. Every time i get told a different story. i was dealing with Gugulethu Fakude who confirmed that she was looking into the matter and ensured that my request to be refunded the monies i paid towards my specialist will be refunded to the MEMBER (my mother) and NOT THE DOCTOR. there was also a claim for Zoladex which Dominique Saunders was assisting with. I called this morning and Mbali Sibiya with her don't care attitude told me that nothing was submitted to the Finance department nor was anything authorized. I don't understand why every time we call through we have to explain our story all over again. what is the point of having reference numberrom the Medical Aid via email was that Neal Naidoo confirmed that payment was to be made and the practice of my specialist was contacted. Where does this leave me when we keep getting told that these payments for the specialist and Zoladex were authorized and ready for release AND every time i call i get told nothing has been submitted to the Finance department or I suddenly need an authorization code. ALL this was done already. can someone please tell me once and for all what is happening with the claims and when we can expect our monies back.