Claim unpaid

I seen a surgeon in June 2014. First appointment was to see if I qualify for a transplant and second time I seen the doctor was for an operation. About a month or two later I received communication from the doctors rooms stating that the medical aid rejected both accounts. So obviously I called the medical aid and was advised that the one account needed to be amended to show icd10 codes that fall under my benefit schedule, no problem this was done as per the medical aids request and paid. The second however I was told to get a letter from the doctor stating why he needed to see me the second time. After a lot of begging and pleading the doctor finally wrote the motivation. 4 emails later no response. So I call in and the agent Mercia tells me that they did get the motivation letter but it has not been forwarded to the correct department. So after 4 emails I asked to be put through to the correct department and get told they don't take calls. So basically my request will be investigated and someone will get back to me. every time I call I speak to someone else who tells me something different. 5 business days and counting.