REFUND OF EXTRA MONEY PAID INTO THE ACCOUNT

This is the service you receive after all the good service now the bad service of the account department. Both my parents was on medical aid. Our children do the payment every month. The medical aid was change from the main member to my mother, while in the process a wrong payment was done, the existing medical aid number as we were not sure what to pay. Immediately the email was send with proof after 2 months of no response and follow up now there is letters emails. My mother send a letter we emailed with proof immediately and again the new payment was paid in advance and still we did not receive the back ?? Now after all the information still nothing is done. In the mean time this is going into the 3 month????? This is bad service and think should cancel my mother medical aid and move to anohter one if this is the case of refund on the medical aid. If you own money you susspend the member, now it is letters emails and mean time is energy and things you do not need after the passaway of my father. My mom relay do not need this pathetic way of handling the issue. INCIDENT NUMBER ***