I'm told to sort out their error

I've recieved a post transplant benefit which allows for a certain amount of tests and Drs visits. Since the new administrator took over they took my Drs visit as well as blood tests from my savings. I've made them aware of the error and advised them they have the necessary post transplant auth on file and to transfer my savings back to me. Now I'm told to advise my pathologist to use a different code when putting through accounts which I've never had to do and my Drs visit is to be reviewed by a different department. Now why do I need to do all the investigations and look for codes if they have everything on file. And them taking from my savings balance was an error on their side not mine. So why should I do the sorting out. They quick to say provide us with this and with that and it will be reviewed. Reviewed for what? It shouldn't be reviewed if you approved the PMB and you done it right the first time. The call centre is pathetic. Transfer you from one department to the next. Sad to say I e been with Bankmed since they started but honestly thinking of moving over to someone else.