NOT COMPLIANT with their own policies

As for Netcare being one of the largest Private Hospitals in RSA, I have not came across such bad client service and fighting for my own refund even with Governemnt institutions. My mother (80years) is a private patient and had to undergo a urgent operation after falling. Netcare quoted us an amount of R38k that needed to be paid into their account before admitting her, which we did.<br> At admissions I've read a notice stating that all accounts will be settled within 5 days. 5 days after my mother got discharged, I started to follow up on the refund. According to Karen my mother signed their Refunds Policy stating that refunds will be done within 10 working days, which was 27 Feb '15. I've requested the signed policy from Karen, which she didn't sent and said to me that she considered the matter closed. I am still requesting the signed document as I am not aware of we signing it! Mark informed me on Monday that their Cheque printer is not working, thus my refund can't be done, this is after they couldn't supply me a invoice for 2weeks due to their system not working, WHERE IS THEIR BACKUP PLAN?!! My refund is R27k, is the hospital in a financial crisis as for today, still no refund