No communication between staff and empty promises

I had a transplant at the end of May. After I got discharged obviously Drs still needed to keep an eye on me so I do blood tests once a week. Bills were pilling up as the tests never fell under the official transplant so they requested a motivation letter from my dr to request a PMB plan for post op tests for about a year. Everything was sent through to bankmed on the 26/10/2015. Now I've dealt with them on many occasions and know they work with a 5 business day procedure. So on the 6th business day I called in and to my surprise my email wasn't recieved. Now you can imagine my frustration. Eventually I got transferred to a team leader Alida who gave me her personal email address and I forwarded the mail through to her, she then rep**** to acknowledge receipt of my mail and said she would mark it as a high priority. For a week I kept sending emails requesting feedback and got a response once. Called in again on the 13/11/2015 and spoke to an agent who advised Alida doesn't work for bankmed anymore and she hadn't escalated my query to anyone. It's been 14 business days with no feedback. And now they escalating it AGAIN so I have to wait another 5 business days. This is unfair!!!,