Complaint regarding refund

My complaint is regarding a refund that they have not paid me. I was in their casualty department on the 17th September 2024. I paid an amount of R1500.00 in order for them to accept me at the hospital. They submitted the claim to my medical aid (GEMS) who then refunded the hospital and not me (don't understand why). After making enquiries with the Medical Aid I was eventually told I had to claim the money back from the hospital. I contacted the hospital and was told that they do have the money and would send me a refund form to complete which I did, and returned the completed document together with supporting documents to them. I phoned to confirm they had received said documents. This was on the 7th November 2024. I was told that the money would be paid to me within 7 to 10 working days. To date, I still have not received the money. I contacted them twice since then, and am now absolutely fed up. I have other expenses and R1500.00 is owed to me and this money has been sitting in the hospital's account for weeks now.