Pathetic customer service

Pathetic medical aid.... I was in hosmed previously and had no issues but nw this merge has made it terrible.... The call centre agents have no customer skills and no knowledge of anything.... Cant even get a hold of customer service department.... Submitted 2 specialists claims for November n December 2021 on d 17th December and till date no refund was paid to me.... I called agent today and spend 47mins on d line wid dem except the 22mins trying to get a hold of 1 of d agents, only for dem to tell me that dey never receive 1 invoice and d invoice amout was paid to sum1 else account