Administration failure, poor service and extreme delays

My mom was admitted to Netcare Garden City to 16 Aug 2019 ad subsequently had to pay admission fee/co-payment of R355. Case: *** According to medical scheme if you are admitted you may request a refund of the fee. On 13 Nov we then request a refund from NetCare refunds and supporting docs provided this was then rejected as on the receipt an incorrect name some Ms P Naiddo was captured, which could have been a typing error they then requested banking details for P Naidoo to process the refund. My moms name was on the receipt as patient and the payer captured as P NAidoo. Now it doesn't take a rocket scientist to have this resolved as the Debit card used for the transaction could have been compared with the actual payment transaction. To date we have not had a response and have been advised that the request was sent to the hospital. the oversight with respect to to the incorrect details being captured this could have been addressed. we've never experienced such a service failure from Netcare and wish for the refund to be processed according. its been nearly two weeks and no word from Thando Hlatshwayo