Unpaid Claim - Unhappy Client :(

I have been with One Plan for 2 years and never claimed. I contacted them in January 2022 to approve a vaccine for my cat. I received a message on the 21/01/2022 stating funds were approved for me to take my cat to the Vet. Once her vaccines were given and it came time to pay, there were no funds available. The vet tried twice and both time it showed - Declined. I had to pay cash. I followed up with One Plan, spoke to Kenley Du Plessis and was advised that _ The funds have been used from One plan there is no refund owed to me and she will also have this escalated through to the relevant department. I heard nothing back from them. I took it upon myself to go to the Vet and check bank statements for money received on that particular day and it showed nothing under card transactions received. Again, I had to follow up with One Plan as no feedback was received. On the 11/02/2022, Kenley tells me she will call the Vet and provide feedback asap.... And yet here I am following up again with them on their Whatsapp chats which get answered within an hour on each question.