No action taken for my refund

Case No. *** I underwent an operation on the 18th of September at Netcare Christian Barnard Hospital. Prior to the procedure, I made the required co-payment a day in advance. Unfortunately, the person who processed the payment captured it under the wrong account or case number. In addition to my co-payment, my medical aid also covered the cost of the hospital stay, which means the hospital now owes me a refund. I was not contacted about this error—I only became aware of it after reviewing my medical aid statement. Since then, I have been following up daily for the past four days with the accounts department at Netcare. Each day I receive a different excuse—either the transaction hasn’t been journaled, or the responsible person is off sick. There is absolutely no accountability. Today, when I called again, I was even cut off mid-call. I have also emailed them all my details and a request for feedback—yet I have not even received an acknowledgment of receipt. It’s incredibly frustrating. If a patient owed the hospital money, legal action would be taken without hesitation. But when the hospital owes money to a patient, the matter is ignored and seemingly forgotten. I have given up i suspect that refund is just forgotten