Claim refund - terrible service

I submitted a claim to Sizwe to be refunded to me as I already paid the practice. This morning was my 4th call to follow-up and still the claim has not been captured on their system. I also send an email to their complaints email address, but also didnt receive any feedback. Everytime the call centre agent inform me that it will be escalated, but up until today it is not even captured and does not reflect on their system, but they did confirm that it was received.