No Payment to client

My pet was hospitalized on the 24th of July. 1 - The add says avoid the surprise of paying upfront - One plan refused to pay the deposit I had to pay that. After several phone calls I was assured I'd be refunded within 72 hours of submitting the final claim. I submitted my claim on the 28th of July thus expecting to be refunded on the 1 st of August. On the 1 st I phoned OnePlan and was told I will be refunded on Friday the 3rd. On Friday I phone and was promised refund on Monday the 6th. Monday I phoned and was told that the funds will be in my account on Tuesday at the latest. On Tuesday I phoned and was again - this time by a supervisor was promised that the money will be in my account first ting today - Today Wednesday the 7th - I am told to just be patient no one can tell me when I will be refunded - Thus I cannot pay my rent, because rent money was used for the deposit, I can t pay the vet who I still owe about R8000 and One plan cannot give a anwer as to why this is taking this long or when I can expect a refund.