Bad service

I went with a friend to torga the glen early in the year as she had said there was a promotion I couldn't do glasses with the promo as my medical option pays only for basic glasses which I took. Now I keep getting a payment notification which I called to find out what happened ax I know I used my medical aid. I was told no it is fine the money wasn't posted from the claim it will be sorted but the emails keep coming and I called again and I was told I don't owe but the manager will rectify and remove me from the mailing list but still I get the emails so went into my medical to check if that payment is there so I see there's nothing only my doctor's visit. So I need to know was the claim rejected or was never sent as even rejected claims show on medical history and I find it odd that nothing is on my timeline I need full details of what happened as I did give my medical aid details and wasn't going to even do the glasses if it rejected till I saved enough cash my glasses meet the medical requirements so clearly someone isn't doing their job as I went around January only now I am getting payment email can I get full details of what happened so I can call my medical aid.