Emails ignored regarding refund for more than a week

I went to a pathcare lab for a COVID test where I was informed that my medical aid does not pay for the COVID test which I then paid cash. I later found out that my medical aid does pay for the test and I submitted the claim to my medical aid. The medical aid accidentally paid the claim out to Pathcare instead to me who paid the amount originally. I notified Pathcare of this and also send them the claim details with my refund request. I have submitted all information to them to get the refund done but its been more than a week and I have received nothing. It is now at the point where my emails is just ignored and no reply on when I will receive the money due to me. When you want a test you have to pay immediately but when a refund must be done it takes more than a week - this does not make any sense. It is unacceptable that my emails are ignored and no feedback given on when I will receive my money as it is not theirs to keep.