supplier paid instead of member

I am Righard brand, Identity number *** with Netcare medical aid number ***, on 24 September 2015 services where rendered to me by Dorothy Labuschagne and normally i pay her the amount of R550 beforehand and then claim it back afterwards from the medical aid - i mailed the first invoice (24 September 2015) to them and instead of refunding me they paid the R550 to her account, two months later, after numerous phone calls (with very rude consultants) and emails sent to them (with NO RESPONSE whatsoever!) the problem is still no solved! After the last phone call i was told that the amount of R550 was paid into my bank account on 12 November 2015 but when checking on my bank statement the amount was not reflecting at all!! So somebody is lying to me! Please i want this problem to be solved once and for all but these consultants are definitely not qualified to do their job! Hope you can help