Accounts department should be a grocery store packer rather!!!!

My daughter recently had surgery and there was a co payment which I made at check in. I got hold of my gap cover and they agreed that they would make payment, I completed the forms and lodge the claim. However when I called Netcare Olivedale, they said that payment is due to me as a refund so I cancelled the claim with gap cover as I was thrilled, I completed all the Netcare refund forms and confirmed that they had everything needed for the refund. 10 days later, I am back and forth with them trying to get this refund and only now find out they made a mistake, the money is not actually due to me at all. How can people that don't understand accounts work in an accounting office at Netcare. How do they still manage to keep their jobs, i am flabbergasted at the "don't care" attitude received, basically, it is what it is, take it up with your gap cover if you want your money back. If they are in that position within Netcare, surely they should understand co payments, debits and credit etc. I now need to relodge a claim with my gap cover to see if they will settle the amount - a month later I might add. Disgusted but where to from here, certainly not a government hospital so Netcare win!!!!