Poor customer service regarding specialist claims.

I have had approximately 10 calls to Affinity Health in order to claim a reimbur*****t from a specialist visit. All the required processes were followed on my end and I sent the docs for reimbur*****t after my appointment. It has been over a month, going on 2 months, still no refund. Each time I call or receive a callback, its a different story. Last week I called and was told, with cer*****y, that they know what the problem was, inform me I will be paid X amount next week - I will receive a follow-up call on Monday (the next week). I receive the call, now they don't know what is going on anymore. They ask to call me shortly after to give an update, I mentioned only after 12. Received no calls thereafter. Then on Tuesday, request another call, although reno response and its the end of the day already. Quite concerned as to how requests are tracked and followed up at Affinity Health.