Appointment Refunds

My son was injured on duty and the company is insured through RMA. We have been working on this case since 2019. We had to make appointments with the specialist and pay upfront. Send all forms and paperwork as stated by the staff members and on their website. Every week we phone to get the refund and every week something is missing, BUT they cannot say what. The next time the ICD10 is not on the invoice, we highlight it and send it back. Then the next item and so forth........ These calls cost us over R200.00 to get this sorted. 3 months down the line, it was finally sorted after I threw a hissy fit. My son went for the operation in 2020 the Dr declared him partially disabled. RMA made a compensation payment of R128 360.00 which is way below the damages that have been sustained. RMA also did not send my son for trauma/ depression counseling. In February 2024 this year my son started with the same symptoms as before the operation in 2020 and had to see the doctor again. Once AGAIN, an upfront payment was made for the visit and the E-Ray's. We have been phoning since March to get all the paperwork correct as per their staff and website instructions!!! Every time we are told that forms are missing but they cannot tell us what, as well as the ICD10 is incorrect and they can not assist us with that either, their lines are down or the staff are all in training. We have made calls and sent emails since March 2024 and getting excuses and lies constantly. On 8 November 2024, we were finally told the lady who does the payments is on leave and payments only get done on Tuesdays. Yesterday, 13 November 2024 we were told the lady would only be back on 14 November 2024. Today, 14 November 2024 we are told the payment has been processed but will only paid out next week Tuesday, 19 November 2024 OR could take another 2 weeks. This is now an ongoing fight that is costing thousands of rands in calls and 9 months of fighting to get OUR money refunded.

Can a MANAGER at RMA respond to this as this is unacceptable for such a well-known and big company to act like an unknown **** company?