bad customer service

Had to experience another incompetency from Bankmed, this is the case every single month. Its disappointing. I am waiting for a delivery after a motivation was sent by my Dr over 3 weeks ago but when i call today i am told that its was declined. What annoys me the most is that no one bothered to call and telk me this. Bankmed is the worst medical aid on the planet, its my worst nughtmare. Constantly having things go wrong or not done appropreately its no frustratung.