Poor customer service!

I was dealing with a consultant that stated received my amended claim from the surgeon and is working on it. 2 weeks later I called for feedback and was told she is not at work and they can not see any amended claim on the system. I spoke to Phumlisa and she confirmed she will contact the consultant and provide feedback, she never did. I called again after a few days and another consultant passed the message to Phumlisa to call me. She then said an amended invoice is required from the service provider. They sat with the claim for over 2 weeks and did not communicate this to me or the service provider. She then stated she contacted the doctor and will let me know as soon as they provide the invoice to her. I contacted thw service provider myself and they confirmed they have already resubmitted the required invoice. Called bankmed again today and was assured by another consultant she will get Phumlisa to call me by eod today... I'm still waiting for this call. I can't understand what is the employment criteria as it seems so difficult to process this claim... ie... what they are paid to do!