Very poor customer service

My wife went to a gynecologists on the 6th on November and was told to pay cash to open a file. I summited the invoice to the medical aid and was advised on the 8th that I will be reimbursed as payments always run every Monday. After a week I called to check the status and a lady called Rose (***) found that the refund was not captured and escalated the issue. After another Monday passing I called again and found a Lady called Poppy and asked her for an update and she brushed me off until I requested to speak to her manager called Pricilla. Both ladies make it seem like I'm crying over a lousy R500, and she promised me a call back of which it never happened. I called again and luckily got Rose again (RefN***) that confirmed with me that the refund was finally loaded after 3 weeks of waiting but will have to take another 2-5 working days to be deposited to my bank account. I am still waiting till now for my refund and the call recordings that I requested without proper feedback.