Rude and *********** staff and no refund

If u could I would've given them a ****en zero so I sent in an email requesting a refund after 5 days receives an email back asking for proof of payment, I call the rooms they say they only give this invoice and no written receipts bare in mind it was a cash payment I call first consultant oh I don't recognize your membership number, second consultant oh are you sure you belong to the medical aid coz I am not picking up your membership number third consultant Razia Blaauw are you sure you on this medical aid you don't belong to another as the system doesn't recognize your medical aid number so i tell her what the doctors rooms told me she says oh there's nothing we can do she will escalate after she gives me the reference number I asked for her name which she gives when I asked for her surname she gives it when asking her to spell it she drops the call not only does sizwe have *********** staff they are rude as well I DEMAND MY REFUND