refunding. of money that was payd bthe member and

I am a SAPS member and my medical scheme Polmed does not want to gave me any aswers on my exgratia that I apply for each and everytime I phone them they just say they did get it but still no answer. In 2014 I was diagnosed with Uncontroulabel Dystonia my son is ADHD. And bioplolur. At this time ng for our medicine out of my pocket I can't afford it anymore. I provided polmed with my receipts and they don't want to refund me because my funds is exhausted. Must refund out of my own funds or theirs. What must I do wirhout money that is not paying back to me and I donakt have any funds left of the neglegent of. Polmed medical fund.