Unpaid refund from Netcare Alberton

After submitting all the required documents, sending emails to the refund and phoning Netcare, my mother’s refund still remains unpaid. The refund is due from Netcare Alberton. Whenever I call to follow up I’m told lies that the refund has been processed and the money will be received end of the week and up until today the money hasn’t been returned. What is hold up?