No feedback on claim submitted. Queries being ignored. Shocking!

My mother visited a local dentist on 18/2 and paid for the procedure herself. We submitted the account to OMSMAF on 4/3. According to their online portal the claim has been refunded to her but no monies have been received yet. I've sent e-mails on 29/3, 10/4 and on 19/4 i've sent an e-mail to escalations where feedback is promised within one business day but still no reply! This is shocking!