EXTREMELY POOR SERVICE

We have not received our refund. This morning we received an email requesting additional documentation in order to process the refund. WHY IS IT SO DIFFICULT TO DEAL WITH THE HOSPITAL WITH REGARDS TO OUR REFUND? I EVEN COMPLETED THE REFUND FORM ON THE 11/01/21. I MUST SAY THE SERVICE IS VERY POOR I FEEL SORRY FOR YOUR PATIENTS WHICH I WILL NEVER BE AGAIN? I WILL BE SHARING ON EVERY PLATFORM I CAN. THIS IS TOTALLY UNACCEPTABLE.