Torga Optical WonderPark Pretoria centre - Suspicious behaviour and terrible/poor customer care service when raising concerns

I went for an eye test in December 2024, I got quoted R7509.00, I was informed that my medical aid, will only cover R793.30 and I was to pay the remaining balance of R6 715.70, I made the payment in store on the 04 January 2025 of R6715.70.

I then got my medical aid statement and found out that Torga made a claim of R631.70 for the eye test and R4901.74 for the frame, lenses and other accessories, keep in mind I had already paid R6715.70.

I went back to the branch in wonderpark (Torga) to inform them of this discrepancy in my account, together with the consultant we realised that I had R4108.44, I requested for a refund into my account, they informed me that they can make a refund to the medical aid since the money went in their account. Which is nonsensical, if I have funds in my medical aid to cover the expense, if my medical aid is willing to settle part of the bill, why refund them and make me pay for that service?

Despite my concerns, Torga made a refund to my Medical aid on the 04 March 2024, upon calling my medical aid we (myself and the lady from my medical aid) after receiving a refund from Torga Opital Wonderpark Pretoria Centre, an Optometrist in Tembisa is claiming the same amount that was claimed by Torga wonderpark on my account, I have never been to Tembisa, the last time I use an Optometrist was Torga Wonderpark, Pretoria.

My medical reversed the funds back to Torga and Torga is refusing to make a refund to me.

I have sent numerous emails to Torga wonderpark and their head office @ ***********, I have had a number of phone calls with the consultants, and they have not been helpful, I am stuck in a position where Torga is refusing to pay me back my money.

The service was exceptional at the outset when I first went to do my spectacles, the staff was amicable and accommodating, however, their behaviour has been increasingly suspect since I recently discovered the error on my account, the consultants appear to attempting to conceal the error, and their impatience is evident, the service has been unprofessional, this is from both the branch and head office, to date I haven’t received my refund.