Ignorance and unwillingness to deliver on paid item

I had my Mom hospitalized at Mothwa Med-Step Clinic at 353B Booysens Street, Eloffsdal in Pretoria until her last breath in January 2019. Just before she passed on, we were preparing to take her home as she was declared by the Doctors she won't be able to walk or speak again. In preparation of her discharge, we have ordered a wheelchair which was fully paid (about R9000.00) by the medical aid to the hospital. I have also confirm with their supplier who indicated that they have indeed delivered the wheelchair to Med-Step Mothwa Clinic and now the question is where did it end?She unfortunately passed on a few weeks before we could fetch her and after the funeral I followed-up with the Clinic and I was sent from pillar to post with No one willing to get back to me to advise about the whereabouts of the wheelchair. Whenever I called they will promise to call me by they never lived to that promise. I went personally to the hospital requesting to see Management and up to day no one had the audacity to get back to me and advise on what is really happening with my enquiry. It is only after I sent an email two weeks back to Clinic Management threatening to go legal and report this to the ombudsmen where they now send me an email to say someone will call me soon. it is almost two weeks now and I am still to receive a call from the Clinic. It is really disappointing that an institution of their caliber which I had high regards for they can give a customer such a treatment. I am taking the matter further to the ombudsmen. If we were to turn the tables with me being the one owing them, I would most probably be listed or handed over to settle the account. So where is fairness ???