Netcare accounts department- Threatening customers

I don’t know what’s going on with Netcare group, first they don’t send a bill if Medical aid didn’t cover some of the services and then one morning you get a threatening email that you will be handed over to their attornies

Now, I then paid Netcare. A few months later i got another email from them saying i owe them money. I paid again

I then remembered that No man! I did pay this money before and luckily i kept proof of payment

I emailed the Tladi person who was threatening me that I want a refund and I attached both proof of payment with the same amount

Suddenly they don’t know how to type emails to say they are going to process my refund or what myst happen????