Pathetic service!

I have been trying to explain to so many consultants at One Plan regarding my claim for OTC.

I will once again explain my story.

On the 21st of May i requested funds to be loaded onto my onecard to purchase OTC meds, i withdrew the funds and went to purchase the meds, however when uploading my invoice i was told that it was rejected due to the invoice not being correct. I then deposited the amount of R170 back into oneplans account as per attached, and later received an sms stating that the funds were received by oneplan.

On the 27th which was yesterday i went to the pharmacy again and purchased OTC Meds and paid from my pocket, later on i uploaded the invoice for a refund to be loaded onto my onecard, i received a message saying that the invoice was accepted., however the funds did not show on my card. I then spoke to numerous agents on the chat platform and was sent from pillar to post and still not having a clear answer.

Can someone please advise whats going on, at the end of the day i pay my insurance monthly in full and dont expect such ridiculous service over an amount of R170, what happens when i have a huge claim and get thrown from pillar to post like this, you guys are really making me think about cancelling all together!